Case Study - SYSPRO: Differentiation Through a Customer Experience Go-to-Market Strategy
This IDC Buyer Case Study features SYSPRO, an enterprise resource planning (ERP) solution provider for small and midsize manufacturers and distributors. While SYSPRO's state-of-the-art technology maintains the company's viability against much larger competitors, buyers are often more compelled by the company's culture and the infusion of a holistic "customer experience" (CX) perspective into that culture.
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IDC notes that far beyond the traditional attention to measurement of customer satisfaction with software installation/maintenance, customer experience is made up of a six-part spectrum: culture, strategy, and processes; products and services; people; information; access; and technology. With the rapidly changing technology landscape, where usage (e.g., mobile) and delivery (e.g., cloud-based offerings) models are dominating industry headlines and preoccupying both end customers and vendors, IDC advises solution buyers to provide equal and perhaps even greater weighting to the experience/relationship.