New Survey Data Transcends Product Impact to Measure SYSPRO Service/Culture; Analyst Firm Also Reports on SYSPRO Market-Differentiating ‘Customer Experience’ Focus
SYSPRO, a provider of best-of-breed, award-winning enterprise resource planning (ERP) software for on-premise and cloud-based utilization, released today new customer survey statistics showing a clear relationship between the company’s exemplary customer focus and the positive impact it is having on its manufacturing clients. The survey measured the independent impact of SYSPRO’s market-differentiating customer focus as an additional variable to the company’s award-winning technology for small and mid-sized manufacturers and distributors. Results were released to 25 of the world’s top technology analysts this week in Boston at the JRocket Marketing Grape Escape ® 2013.
SYSPRO has long been identified by independent ERP and manufacturing industry sources as being more conscious of and invested in the success and well-being of its 15,000 worldwide customers. This symbiotic cultural factor, called “the customer experience” by market research firm IDC, led more than 85 percent of polled SYSPRO customers to report that this factor alone has led to “do more with less” resources. Additionally 90% state SYSPRO culture and customer focus has led to improved go-to-market strategies, and 85% cite better business processes. The survey is an ongoing measurement tool that SYSPRO distributes to its customer base under the heading “SNAP!” – SYSPRO Needs Answers Please!
Both the survey data and a new correlating IDC Buyer Case History entitled, “SYSPRO: Differentiation Through Customer Experience Go-to-Market Strategy,” can be downloaded here.
“SYSPRO is a living textbook that customer centricity is not a soft concept, but a tangible business differentiator with a three decades’ proof statement on how to thrive in a competitively challenging market,” states Mary Wardley, IDC Vice President of Customer Relationship Management (CRM) and Enterprise Applications.
The report states, “For organizations wanting to create customer experience leadership excellence, four key insights can be gleaned from the SYSPRO ERP example:
• Establish and communicate bottom up and top down the customer experience priorities;
• Create highly integrated programs and business processes that are repeatable and sustainable;
• Leverage technology resources (i.e., social/mobile/business intelligence) to streamline and optimize customer experience programs; and
• Measure on multiple levels — customer expectations, motivations, feelings, concerns and address any barriers to achieving customer satisfaction.”
SYSPRO Customer Focus – Far Beyond Problem Resolution and Satisfaction Surveys
SYSPRO stands out among ERP providers for redefining the realm of customer experience to transcend beyond typical vendor measurement aimed at simply measuring for happy customers based on factors like problem resolution. More specifically, SYSPRO believes and has statistically proven that its closer/better relationship with its small-and mid-sized manufacturing and distribution customers has improved its customers’ ability to compete against much larger competitors.
“While SYSPRO ERP technology is world class, let’s face it, this is a mature industry: there are a lot of proven ERP products in the market, some with hundreds of thousands of customers,” said SYSPRO President Joey Benadretti. “What has consistently made SYSPRO different from the rest of the ERP vendor market is our focus on a better customer experience – one that impacts their business positively and measurably, as this survey data we are releasing today shows. SYSPRO customers feel this customer centricity in our culture when they are part of the SYSPRO community. Customers never want to leave – and our retention is the industry’s best at 99% plus. In fact, the only time I’m aware that a SYSPRO customer ever leaves is due to mandated ERP consolidation related to a merger. We have successfully transitioned long-time SYSPRO customers through many technology platforms and evolutions.”
SYSPRO is the leading supplier of ERP software to mid-market manufacturers and distributors. SYSPRO has more than 14,500 licensed customers in over 60 countries around the globe. For more information on SYSPRO, or to schedule a consultation on how we can better serve you, please visit here.