Mapping ERP – As a business leader, you might not have suspected that your customer journey is the foundation of Enterprise Resource Planning success. Still, we’re here to warn you that a muddled customer journey map can have unanticipated consequences for your ERP deployment.
Suppose you do not address the issues with a journey mapping. In that case, your process improvement efforts will deviate, harming your ERP selection and implementation.
It’s not simple to provide a flawless customer experience. Today, we’ll look at some of the most frequent customer journey mapping concerns and how to avoid them.
Mapping Customer Journeys: Challenges!
Getting customer journey mapping wrong
Customer journey maps that are incomplete fail to establish buyer personas. Customer journey mapping will provide insights into every aspect of your organization. These insights will point you toward a CRM system, industrial ERP Software system, or supply chain management system that gathers the necessary data.
Concentrating on brand advocates
Customer surveys may help you discover more about how customers perceive your brand. You need feedback from both loyal and disgruntled clients. Hearing different views makes it easy to identify holes in your user journey. It’s also easy to figure out what modifications you need to do to fix them.
Not establishing a customer-centric culture
Improving your customer experience should be a team effort. There can be no cross-departmental collaboration if everyone is working for himself. This is why your organizational culture must grow in tandem with your company’s demands. If you don’t have a unified front, it’s simple for your process improvement initiatives to fail.
Relying on outdated software
Many firms’ older systems are incapable of supporting an improved client journey. You’ll need software to collect and provide your users with the correct data points. A typical customer journey is not linear and may include several trips, such as sub-travels and tangent journeys. And it is here that you may overlook specific critical interactions if your systems are not interconnected.
Incorporating only touchpoints
The purchasing process is more complicated than you would think. Most of the time, it will include actions that have nothing to do with your company. Even if you don’t have a presence in a specific element of the experience, looking at how consumers locate, work with, and purchase from your company might reveal new opportunities for development and expansion.
When a consumer interacts with your brand through a touchpoint such as social media, email, or live chat, you have the potential to engage with them. By incorporating customer journey mapping into your ERP project, you will be able to understand each step a consumer takes before purchasing and improve the buyer experience at each touchpoint.
While there may be difficulties with customer journey mapping, such as acquiring buy-in or collecting the appropriate degree of information, these difficulties do not have to derail your project. Our erp business process mapping experts at Connected IT Consulting can assist you in using customer journey mapping to ensure the success of your ERP and digital transformation projects.
Contact us below for a thorough consultation!