Epicor reveals IDC Manufacturing Insights report
Epicor Software Corporation has announced the key highlights of the its IDC Manufacturing Insights report which reveals how crucial enterprise resource planning (ERP) solutions are in helping all manufacturers improve their customer experience, from those that are only just starting out to those that already have a deep customer-oriented culture in place. IDC Manufacturing Insights surveyed over 460 enterprises across multiple sectors including industrial machinery and equipment, high-tech and metal fabrication, covering 13 countries worldwide.
Pierfrancesco Manenti, Head of IDC Manufacturing Insights Research Practice in Europe, Middle East & Africa, said, "The research revealed that many manufacturers have an immature understanding of how a customer-oriented strategy can be implemented within an organization. Manufacturers need to move along the spectrum for maturity in order to continue to stay competitive. We advise manufacturers with less than inspiring customer service to take a good look at how their systems and processes can be improved to better support a customer-oriented strategy."
John Hiraoka, Executive VP & CMO, Epicor, said, "We have known for a long time that ERP software can help organizations significantly reduce costs and improve profitability. But the importance of this survey is that it confirms the critical role ERP plays in improving overall customer experience – one of the top business initiatives for manufacturers worldwide. It shows the clear link between successful manufacturers and their understanding and use of ERP as a strategic tool for delivering a superior customer experience."
The other findings of the research report uncovered that manufacturers can improve the customer experience by investing in a modern, fully integrated, flexible and easy-to-use ERP system that streamlines operational processes and connects backoffice with front office by offering integrated CRM, warranty and aftermarket functionality.
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