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CX
8 July 2018 in ERP Insights

The Key to Winning and Keeping Customers

What if you were told that in five years your most significant brand differentiator would be based around the customer experience, overtaking price and product? That is becoming today’s reality as customer commitment is becoming a crucial competitive differentiator and the key to winning and keeping customers for both B2B and B2C companies.

Today’s customers place a very high value on an exceptional customer experience. In fact, the customer experience is so significant that according to Walker, a customer experience consulting firm, 86% of buyers are willing to pay more for a product or service that offers a better customer experience. That says a lot!

Statistics show that companies believe that the best business opportunity lies in the Customer Experience (CX). A Econsultancy survey found that 41% of B2B and 47% of B2C companies were committed to making it easy, fun, valuable or pleasurable to do business with them. In fact, the customer experience was considered a bigger priority than product quality and service, exceeding those percentages by 8% and 23% respectively. To stay competitive, businesses need to be as customer-centric as possible.

Effective Strategies for Providing the Best Customer Service

A study conducted by Salesforce, a popular CRM tool, found that top performing customer service companies were more likely to be heavy users of technology. These companies also incorporated many of the same strategies to help them achieve exceptional customer service levels, as follows:

  • Three areas of Focus: “Always-on” Service, Personalized Service and Faster Service.
    Efficiency Valued
  • Empowerment of Customer Service Employees
  • Excel at Predicting Customers Needs
  • Use Analytics and Dashboards to Learn and Improve
  • Tap into the Power of Self Service
  • Epicor ERP and Epicor SaaS Tools for Improved Customer Service

Improving the Customer Experience with Epicor ERP and Epicor SaaS

Epicor ERP and Epicor SaaS were designed from the ground up to help today’s businesses improve their business processes and operations. The difference updated technology can make in day to day operations carries over into the overall customer experience.  Epicor ERP 10 and Epicor SaaS benefit both the organization and their valued customers through:

  • More Streamlined Business Processes
  • Improved Efficiencies
  • Business Intelligence (BI) and Analytics
  • Increased Collaboration
  • Mobile Access
  • Modern Tools
  • Integrated Databases
  • Integrated CRM

Benefits of an ERP Upgrade

If you’re reading this, then you’re most likely in the midst of the challenges of an outdated ERP system. Not only is it difficult to service your customers at a higher level, but challenges are evident through every touch-point that your ERP system has with your business because ERP is truly at the core of everything you do. The bottom line impact of a technology upgrade will come in the form of:

  • More Efficient Processes and Operations
  • Cost Savings
  • Better Data for Better Informed Decisions
  • Analytics with Actionable Items
  • Team Collaboration
  • Better Customer Service
  • Fewer Database Errors

Modern technology enables organizations to be more customer-centric which leads to greater competitiveness. For businesses to succeed they need to demonstrate a higher level of customer commitment; offering the best price or product is no longer the key. An investment in infrastructure is what customer commitment looks like in 2018. This is the key to winning and keeping customers.

If you would like to learn more about the latest business technologies and how they can help you with customer acquisition and retention, contact MIS today. MIS has been helping businesses from a variety of industries utilize cutting-edge technologies to meet business goals and objectives for over 30 years. Ensuring a successful ERP project is more than selecting the best ERP solution for your business. Work with MIS and let our seasoned consultants help you take your business to higher levels, beyond what you thought was possible. With MIS you will experience nothing less than Exceptional ERP™  Let us help you today!

Related MIS Blogs:

Sources:

What are Top Performing Customer Service Companies Doing?

 

Karen Beaulieu

Karen Beaulieu has worked in the ERP software industry for over 15 years. Having worked in a variety of roles from product development, channel and direct sales to marketing, Karen has a unique understanding and perspective of the ERP software industry. Currently Karen works in a marketing capacity for MIS Consulting & Sales and MIS Solutions Canada, ULC.

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