Nearly Three-quarters (73%) of Manufacturers Believe that CRM and Website Development are Two of the Most Important Areas to Achieving Objectives
Reading UK, September 30, 2019 – Almost three-quarters (73%) of manufacturers are re-directing their key focus to enhancing the customer experience to accommodate changes in consumer behaviour, according to new research from Acquia and ORM.
The study, titled Why the Customer Experience Should be Top Priority for Manufacturers in 2019, found that digital technology, specifically, CRM and website development, was at the heart of their new customer-centric approach to help them achieve their strategic objectives. It also found that 65% of those surveyed believed their organisations should be using digital platforms more than they currently do.
The study surveyed 200 marketing and IT decision makers at manufacturing companies across the UK, to gain their views on how manufacturers feel about digital, and its place in building client relationships and transactions.
Commenting on the findings, Steve Williamson, general manager and senior vice president of EMEA at Acquia, the open digital experience company, said: “Today’s consumers want brands to provide a seamless and personalised omni-channel experience, and will go elsewhere if they don’t get it. However, what you might be surprised to hear is that this new research suggests manufacturing customers are behaving in the same way – and that’s bad news for any manufacturers who don’t respond quickly and appropriately.”