Building ERP Around The CustomerSyah Ismail
Consumers today have virtually many options for researching and purchasing products, with online sales and new digital channels providing not only transparency into pricing but also the actual shopping experience for millions of shoppers around the world.
A chief culprit for the challenge in delivering an omnichannel customer experience is the ERP system itself. Traditionally, ERP software was built to serve the needs of the employees, not for the consumers. however, today’s customers expect accurate inventory information, cross-channel order history, and flawless order execution.
Many companies spend hundreds of thousands of dollars trying to integrate separate systems to support their omni-channel ambitions, but encountered integrations breaking with software upgrades, a lack of real-time visibility as data transfers are done in batches and companies still left with software designed to support employees rather than customers.
How do companies turn the ERP system inside out with the explicit goal of improving the customer experience? Read more…