Why ERP Is Key to the Customer Experience

Delivering customer satisfaction and promoting customer loyalty is critical in business-to-business (B2B) and business-to-consumer (B2C) companies. Successful manufacturers and wholesale distributors are finding that Enterprise Resource Planning (ERP) systems help generate positive customer interactions, create competitive advantage and build loyalty over time.

This is even more important in light of competitors like Amazon, which have revolutionized the expectations of anyone who buys anything at any time. Once just a B2C player, the company’s Amazon Business marketplace has features that bring Amazon choice, convenience, and value to businesses, and Amazon Business is now a major competitor for manufacturers and wholesale distributors. This “consumption” of commercial purchases means that your B2B customers are now also claiming an Amazon-like experience from their company. However, many manufacturers and distributors are not investing enough to improve the customer experience in the face of the Amazon Business threat.

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