What Drives Client Loyalty in ERP Systems Integration Projects?
The purpose of this article is to examine the relationship between systems integrator performance and client loyalty and to identify loyalty drivers. The Selection Process Short-listing and selecting an ERP systems integrator can be a long, arduous process, and oftentimes the client keeps their fingers crossed that they’ve made the right decision. The goal, of course, is to identify the best integrator for the project. Because having ERP means upgrades, enhancements, etc., the ideal scenario is for a client to develop a long-term, mutually beneficial relationship with their systems integrator. From the client perspective, they want their systems integrator to… • Deliver what they say they can deliver • Complete the delivery on time (or within a reasonable window) • Bring measurable long-term benefits From the systems integrator perspective, they want their clients to… • Keep coming back for future projects • Be a reference when selling to other clients In summary, clients want an E
Download this article About This Research Performance Monitor LLC is an independent research firm that monitors the field and marketing performance of the leading professional services firms. Performance Monitor recently updated their research on the leading SAP and Oracle Systems Integrators by adding 697 projects that were completed in 2006. The ERP Performance Database now consists of 1,864 ERP systems integration projects completed between 2004 and 2006. The research includes three-year performance track records for the leading multinational systems integrators, including Accenture, BearingPoint, Capgemini, CSC, Deloitte, IBM, Oracle Consulting, and SAP Consulting. For the first time, performance data on the leading India-based systems integrators was captured. The India-based ERP systems integrators studied are Cognizant, Infosys, Satyam, Tata Consulting Services (TCS), and Wipro. The purpose of this paper is to examine the relationship between systems integrator performance and c