In today’s highly competitive global marketplace, providing a great customer experience has never been more critical—both in terms of differentiating yourself from your competition and growing your business. In fact, one of the greatest indicators of your company’s future success today is your customers’ satisfaction levels. If your customers are happy, this naturally bodes well for business growth; however, you then have the added challenge of keeping them happy while you’re growing.
It’s at this intersection of customer service and growth where things can start to get tricky, even problematic, for organisations. On one hand, you must grow your business to keep up with increasing customer and market requirements. On the other hand, if you grow too fast or experience unexpected surges in demand, a state of overwhelm could take a serious toll on your productivity and customer service. Operations and service could slow down, causing dissatisfied customers to turn to your competitors.
How growth further endangers your customer relationships
In a recent survey, commissioned by Epicor and conducted by MORAR Consulting, senior executives identified the key dangers that they most wish to avoid when growing their businesses. Not surprisingly, at the top of the list is a loss of intimacy with customers (39 percent).
Customer intimacy is much easier for a small or midsize business to cultivate as one of its competitive advantages. Customers can be managed closely through a network of strong one-to-one relationships. But as the business grows, there comes a point when the same direct personal contact can’t be maintained since businesses must introduce other people and processes to manage relationships.
ERP helps deliver the best customer experience to enable growth
Clearly, companies must be able to maintain and elevate customer satisfaction levels as they grow—but how? If you want to ensure the best customer experience to support growth, implementing the right ERP solution is one of the most worthwhile investments you can make. An agile, scalable, and easy-to-use solution such as Epicor ERP can:
If you want to learn more about how to maximize your customers’ experience with you to enable profitable growth, read our new eBook.
Stuart Hall is Sales Director for Epicor Software, UK and Ireland