Customer satisfaction is at the heart of any company’s success. We’ve just covered how an ERP can improve employee job satisfaction, but customer satisfaction is the true test of your technological solutions. Unfortunately, achieving customer satisfaction isn’t a simple process. It involves nearly every area of your company working together towards the same ends.
To satisfy your customers, you must put their needs at the center of your business and consider how each decision you make will affect them. If you only consider efficiency and low costs, you may unintentionally alienate or disappoint your customers. Improving customer experience involves everything from marketing to ongoing product support: initial brand awareness to post-purchase satisfaction. When a customer’s journey is a pleasant one, they will likely remain loyal to your company and possibly recommend others to you, ensuring further profits.
One of the most important ways to improve customer satisfaction is through effective use of technology. A modern ERP like Sage 100 can vastly improve your customer satisfaction and leave them with the best possible impression of your company. Read on to discover how!
The first step towards improving customer satisfaction is understanding your market. To satisfy your customers’ needs, you first need to find out what they need! Through an ERP like Sage 100, you can use machine learning and AI to analyze customer data and market trends to make better market predictions and forecast demand. You can also send out an automated survey to get their direct feedback on your company’s service and products.
In today’s market, customers expect personalized experiences. By automating CRM functions and connecting your ERP to your e-commerce system, you can analyze customer behavior, personalize their UX and communications, and offer specific product recommendations that they will likely be most interested in.
An important aspect of customer satisfaction is their perception of how responsive and communicative your company is. While sending multiple emails a day is too extreme, it’s good to remind your customers occasionally that your company wants their business. Promoting sales, new items, or rewards programs via email or social media can prompt customers to re-engage with you.
In addition, communication is essential once a customer has ordered something from you. They will expect regular shipping updates as well as prompt communication if they report a defect or want to return an item.
An ERP can help with all these tasks by automating and even personalizing regular communications with your customers, freeing up your sales and customer service teams for more valuable tasks.
An essential component to customer satisfaction is the support they receive from your customer service and sales teams. In the end, the employees at your company have a direct impact on customers’ happiness and the quality of their interactions with your company. Sage 100 allows your employees complete visibility into the business’s operations, enabling them to communicate honestly and clearly with a customer whose order has been delayed, for example. In addition, as mentioned above, an ERP can give your employees the time and data they need to truly prioritize customer service.
Ready to take the next step to improve your customers’ experiences with Sage 100? Here at ASI, we share your passion for customer satisfaction. Our experts can help you implement, personalize, integrate, and support your ERP solution, and we won’t stop working until you’re satisfied. Contact us today or schedule a free consultation to learn more.