Customer KPI Metrics In ERP: Measuring Success

Several customer metrics in ERP

Today, we’re talking about customer KPI metrics in ERP. It’s the third installment in our ERP KPI metrics series. Last week, we covered financial KPIs in ERP. Make sure to check it out if you haven’t!

In this article, you’ll learn what customer KPIs are. The same goes for their importance and primary metrics. For more information, head over to this study. It served as the foundation for this series.

If you still have questions, we’re offering a free consultation here.

Why do customer KPI metrics in ERP matter?

Essentially, these KPIs focus on customer service performance. Naturally, they don’t tie directly into your revenue. Yet, customer metrics remain crucial for growing a company.

Of course, they also vary with the firm. Your industry, goals, and market change these metrics. Still, they’re vital for success measures.

ERP software often impacts customer service. Ideally, it makes everything more efficient. Response and delivery times typically benefit. Thus, customer KPIs assess your investment’s returns in other areas.

Crucial customer KPI metrics in ERP

The study details four main KPIs. But, we must consider many others that could arise in some cases. These are the basis because they relate directly to ERP. As such, your software’s features will impact them 90% of the time.

Response times

Response times dictate most of a customer’s experience. Moreover, they encompass countless variables. ERP software can boost how quickly customers receive their orders. The same goes for general customer communications.

Immediate response ratio

This time, we focus entirely on inquiries and concerns. Having an answer to every question is critical. Yet, how quickly you deliver it can be as important. Today, customers expect immediate answers. A successful ERP project provides that.

Accurate delivery rates

This KPI refers to how many deliveries are accurate. Rarely does a company always deliver on time. Still, the closer you get to 100%, the better. ERP software excels at asset and inventory management. As such, you ought to see an increase in this metric.

Customer reject rate

The final KPI is more of a long-term metric. You need enough time to gather a significant amount of sales and rejections. Yet, your ERP software should diminish your customer reject rate. It ought to come naturally from improved delivery efficiency.

How to find the right customer KPI metrics in ERP

As mentioned, every company differs in KPIs. Customer KPI metrics in ERP aren’t the exception. When assessing your KPIs, you must consider your main goals. Ask yourself the following:

  • Where am I succeeding already?
  • What should I improve?
  • Which areas could benefit from tech upgrades?

Those questions help you identify your focus KPIs. If you still need more help, book your free meeting here!

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