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How Modern ERP Solutions Can Support Greater Customer Experience

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A new IDC Manufacturing Insights report has uncovered the importance of a customer-oriented strategy for successful manufacturers.

A new IDC Manufacturing Insights report has uncovered the importance of a customer-oriented strategy for successful manufacturers.

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  • 1. v How modern ERP solutions can support greater customer experience Become Customer Inspired
  • 2. © 2013 Epicor Software Corporation Global manufacturing is going through a significant change period at the moment.
  • 3. © 2013 Epicor Software Corporation Tough economic conditions have seen profits challenged by a number of factors.
  • 4. © 2013 Epicor Software Corporation Organic growth and expansion has proven difficult over the last few years and will no doubt continue to be so.
  • 5. © 2013 Epicor Software Corporation As a result, the need to retain and grow customers has become of paramount importance.
  • 6. © 2013 Epicor Software Corporation In more mature markets, such as the UK, customer retention is a real concern and a critical business challenge
  • 7. © 2013 Epicor Software Corporation Everyone is looking to cut costs and the pricing pressure on manufacturers has become intense.
  • 8. © 2013 Epicor Software Corporation There is always a new cheaper alternative from an emerging economy.
  • 9. © 2013 Epicor Software Corporation However, a business model based solely on cost cutting is not sustainable in the long term.
  • 10. © 2013 Epicor Software Corporation Traditionally manufacturers have been more concerned with the efficiency of their own processes rather than customer satisfaction.
  • 11. © 2013 Epicor Software Corporation Many manufacturers still view price as more important than reliability, quality, and service.
  • 12. © 2013 Epicor Software Corporation Having this mindset is very short-termist, it can negatively affect profits and can also undermine differentiation.
  • 13. © 2013 Epicor Software Corporation Quality and price are now commoditized features, competitive advantage needs to come from somewhere else.
  • 14. © 2013 Epicor Software Corporation To survive, top manufacturers need to focus on differentiation through improved customer experience.
  • 15. © 2013 Epicor Software Corporation Enhanced customer experience and added value services paves the way for customer loyalty and greater profitability.
  • 16. © 2013 Epicor Software Corporation But what is customer experience, and how can it be improved?
  • 17. © 2013 Epicor Software Corporation In modern business customer experience is much more than just meeting expectations in terms of features, quality and price.
  • 18. © 2013 Epicor Software Corporation Service levels, after sale care, delivery, returns, reliability, and the speed of interaction, can all impact the perceived customer experience.
  • 19. © 2013 Epicor Software Corporation By excelling in these areas, an organization can enjoy business benefits such as differentiation from competitors, business growth and profit increase.
  • 20. © 2013 Epicor Software Corporation This is where technology can help.
  • 21. © 2013 Epicor Software Corporation Adaptable, easy-to-use and flexible technology is the top enabler to be able to serve customers better.
  • 22. © 2013 Epicor Software Corporation Although to get the best use out of the technology, a customer centric culture needs to run throughout the organization.
  • 23. © 2013 Epicor Software Corporation For most manufacturers, an enterprise resource planning (ERP) system is essential for the smooth running of their business.
  • 24. © 2013 Epicor Software Corporation In a recent survey by IDC Manufacturing Insights, only 35% of manufactures thought their ERP could help them deliver a better customer experience.
  • 25. © 2013 Epicor Software Corporation Larger manufacturers seem to have much higher opinion of their ERP system with regards to customer experience.
  • 26. © 2013 Epicor Software Corporation In contrast, smaller manufactures, perhaps using home grown software, are unaware how ERP technology can help them improve customer experience.
  • 27. © 2013 Epicor Software Corporation At Epicor, we believe greater customer experience shouldn’t be the exclusive right of larger organisations.
  • 28. © 2013 Epicor Software Corporation We believe, with the correct ERP system in place, thousands of SME manufacturers can also deliver inspiring customer experience and achieve business growth.
  • 29. © 2013 Epicor Software Corporation We know this because we have helped many up their game already.
  • 30. © 2013 Epicor Software Corporation Why not download the IDC Manufacturing Insights report on how the correct ERP system can improve customer experience? Download your copy of the report now
  • 31. © 2013 Epicor Software Corporation Or get in contact with us direct to see how our experts can help you take your business to the next level. Visit us: www.epicor.com/uk Email: ukmarketing@epicor.com Twitter: @EpicorUK
  • 32. © 2013 Epicor Software Corporation Get customer inspired with Epicor!