Some thought sharing with Project Managers of ERP Implementation

Every Project Manager will probably end up considering the customer experience if he is starting a digital transformation or an ERP rollout. Due to the fact that many organisational procedures and technological advancements have a direct impact on the customer experience, we are providing advice on how to enhance the customer experience as part of our technology strategy today.

How Project Managers can Enhance the Customer Experience

Identify the needs of the customer

Understanding client wants and pain points is the first step in improving the customer journey. A client journey map can be useful in this situation. This is a technique for pinpointing client touchpoints and comprehending their behaviour from the moment they learn about a product or service to the follow-up after a sale. Pain spots and chances to enhance the client experience will undoubtedly be found. This could entail speeding up procedures, decreasing wait times, or improving customer service. In general, every PM wants to get rid of obstacles that can stop buyers from making a purchase. By requiring fewer fields to complete a transaction, allowing guest checkout, and providing clear instructions, for instance, you can streamline the checkout process.

Track and evaluate customer KPIs

Customer feedback, surveys, and analytics tools can be used to gather information about the customer journey and use that information to spot areas that can be improved. Be on the lookout for slow response times, high customer churn, and low customer satisfaction scores when you monitor KPIs like customer satisfaction ratings, reaction times, and other key performance indicators. These offer chances to use business process reengineering to revamp your current business processes.

Optimise Data Accuracy and Visibility

Optimising the data gathering process is the ideal place to start if you currently lack the consumer data you require to make educated decisions about process changes. Determine the data you require first, and then infer the obstacles to receiving accurate, up-to-date information. Usually, manual procedures and a lack of system integration are to blame.

Establish Consistence

Building trust and a satisfying client experience requires consistency. Customers anticipate a unified experience at every touchpoint, from the initial perception through the last transaction. As a result, establishing customer experience standards and funding personnel training are crucial.

Assure clients that their information is secure

Building trust and sustaining enduring partnerships depend on protecting customer data. Project Manager needs to make sure there are proper security measures in place, such as encryption and secure storage, and that clients are aware of these procedures.

Make Sure the Software is Selected Carefully

There are numerous providers to pick from when it comes to customer relationship management (CRM) systems. The same is true for all digital technologies used in the customer journey, including chatbots, artificial intelligence, and ERP systems. A software vendor should never be chosen carelessly. To decide which systems best satisfy your business needs, you must take into account your company's long-term IT strategy as well as your business objectives and information strategy.

Perpetually enhance the customer experience

The PM must be able to adapt to shifting customer expectations if he wants to stay ahead of the competition. This could entail putting new technology to use, enhancing current procedures, or investigating fresh ways to engage customers. For instance, he may establish a community forum where consumers can post questions, share stories, and offer feedback in order to improve customer engagement and promote a sense of community. As customers come to feel that they are a part of a bigger community of like-minded people, this can help boost customer loyalty and trust.

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Conclusion

Understanding Present Customer Experience should every PM's Next Step

Project Manager may be asking how to enhance the customer journey if the present customer experience is subpar. PM processes and technologies can be reimagined with the assistance of our business process reengineering specialists, which will directly affect your customer metrics. To find out how to beat the competition, keep customers, and foster greater customer loyalty, fill out the form below to schedule a free consultation.

The implementation of the Odoo ERP is a speciality of Iconic Bizz. All services, including requirement gathering, implementation, and post-implementation support, are offered in one location. To learn more, get in touch with us.

Some thought sharing with Project Managers of ERP Implementation