ISBN: 978-981-11-3671-9 DOI: 10.18178/wcse.2017.06.091
Applying Customer Journey Map for Categorizing ERP Functions to Improve Customer Satisfaction
Abstract— When introducing ERP systems which would fit the existing business module, it is important to
analyze the correspondence relation between ERP functions and business operations. This study proposes to
compare the function of ERP with the business module and verifies the effectiveness of the ERP in the point
of customer satisfaction. Managers and accounting personnel used to share different opinions for using ERP
and to find different satisfaction from ERP. This study verifies the customer satisfaction depending on their
responsibilities. For analyzing customer satisfaction, this paper applies the customer journey map method,
which is usually employed in service industries. By categorizing satisfaction and importance in two axes,
this paper clarifies items of low satisfaction and those of high importance. Finally, this report analyzes the
cause of dissatisfaction, shows deficiencies ERP potentially holds, and presents which function should be
customized.
Index Terms— ERP, customer journey map
Hitoshi NAKAO
Department of Risk Engineering, University of Tsukuba, JAPAN
Yoshikatsu FUJITA
Department of Sociology, Teikyo University, JAPAN
Kazuhiko TSUDA
Graduate School of Business Sciences, University of Tsukuba, JAPAN
Cite: Hitoshi NAKAO, Yoshikatsu FUJITA, Kazuhiko TSUDA, "Applying Customer Journey Map for Categorizing ERP Functions to Improve Customer Satisfaction," Proceedings of 2017 the 7th International Workshop on Computer Science and Engineering, pp. 532-537, Beijing, 25-27 June, 2017.