Today’s consumers have never had more options for researching and purchasing products. Online sales and new digital channels provide virtually unlimited assortment, price transparency and visibility to the opinions and experiences of millions of shoppers around the world. Ubiquitous information on demand has raised consumer expectations of businesses. If shoppers can see the price for a product on the other side of the globe, they expect just as much transparency from businesses in their community. Because they are empowered with knowledge and alternatives, more than ever before, the power rests with customers.
Yet most businesses are struggling to keep pace with rising expectations for consistently excellent brand experiences across all channels and touchpoints. Because ERP technology was built to serve the needs of employees, not the needs of empowered shoppers, customer needs can go unmet. Today’s customers expect accurate inventory information, cross-channel order history and flawless order execution, but legacy technology in place at many businesses is poorly suited to meet those expectations.
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