The research firm's 2023 survey found just 13 percent of organizations were focusing investment on finance systems, compared to 22 percent on customer experience.
Firms have been slow to recognize the impact ERP has on customer outcomes. Operational systems can hold back customer outcomes, which is a critical mistake.
An executive at an industrial manufacturer expressed concern about changing technology alongside business processes, fearing that too much change at once could cripple the enterprise.
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