Over the next three years, manufacturers will have to consider prioritizing initiatives aimed at improving the customer experience.
They will have to build customer-centric values into purchasing decisions to reduce the current emphasis on costs. Partnering with suppliers will also be beneficial to deliver customer experience. Last but not least, manufacturers will have to rely on the critical support of modern IT. An open and modern ERP will be an essential tool to improve customer experience, but to become truly customer-centric they will have to combine technology and processes with an embedded customer-oriented culture at all levels of the organization.
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