Enterprise Resource Planning (ERP) software is at the very core of a business and what may be most important considerations are the Enterprise Customer Questions found in The Complete Enterprise (ERP) Self Assessment.
Software has a tendency to focus on things instead of people. The following list of questions related to customers can be answered by both staff and management. Compiling the answers will show whether everyone is aligned with the company mission and truly focused on the needs of the customer:
- Who is your customer today?
- Who will be your customer next year?
- Who will be your customer in five years?
- Who will be your customer in ten years?
- What are you known for? (Why do they love or hate your business?)
- What your customers think of you? (Reputation)
- In your opinion, is it easy for your customers to do business with you?
- Does every employee know how to greet and meet customers?
- Do you have a feedback loop that offers customers a means to connect?
- Do you have hours consistently available for customers to reach you?
- How long does it take to respond to a customer problem?
- How long it takes to return telephone calls from customers?
- How soon you respond to customer emails?
- If a potential customer calls for information, what is the response?
These questions are very basic and if you find the staff has varying opinions or answers, it becomes apparent very quickly as to why there are bumps with customer service.
ERP software is expected to improve customer service processes but first the expectations must be clearly laid out. The questions above can become part of your checklist for training, orientations, evaluations and staff reviews.
If you are interested in downloading and printing the full and Complete Enterprise (ERP) Self Assessment, you can find the assessment here: