WCSE 2017
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

Hitoshi NAKAO, Yoshikatsu FUJITA, Kazuhiko TSUDA

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.