How to deliver the best customer experience to enable growth
In today’s highly competitive global marketplace, providing a great customer experience has never been more critical—both in terms of differentiating yourself from your competition and growing your business. In fact, one of the greatest indicators of your company’s future success today is your customers’ satisfaction levels. If your customers are happy, this naturally bodes well for business growth; however, you then have the added challenge of keeping them happy while you’re growing.
It’s at this intersection of customer service and growth where things can start to get tricky, even problematic, for organisations. On one hand, you must grow your business to keep up with increasing customer and market requirements. On the other hand, if you grow too fast or experience unexpected surges in demand, a state of overwhelm could take a serious toll on your productivity and customer service. Operations and service could slow down, causing dissatisfied customers to turn to your competitors.
How growth further endangers your customer relationships
In a recent survey, commissioned by Epicor and conducted by MORAR Consulting, senior executives identified the key dangers that they most wish to avoid when growing their businesses. Not surprisingly, at the top of the list is a loss of intimacy with customers (39 percent).
Customer intimacy is much easier for a small or midsize business to cultivate as one of its competitive advantages. Customers can be managed closely through a network of strong one-to-one relationships. But as the business grows, there comes a point when the same direct personal contact can’t be maintained since businesses must introduce other people and processes to manage relationships.
ERP helps deliver the best customer experience to enable growth
Clearly, companies must be able to maintain and elevate customer satisfaction levels as they grow—but how? If you want to ensure the best customer experience to support growth, implementing the right ERP solution is one of the most worthwhile investments you can make. An agile, scalable, and easy-to-use solution such as Epicor ERP can:
- Help you deliver the right high-quality product to the right customer at the right time, every time.
- Empower your employees with tools and information to respond to customers efficiently and deliver a superior customer experience.
- Enable you to quickly adjust to meet the demands of your customers, whether it’s to add new products to your offering, or change schedules for existing orders.
- Provide the capability to increase the speed and standard of execution, and to make and deliver quality products on time and at the right price.
If you want to learn more about how to maximize your customers’ experience with you to enable profitable growth, read our new eBook.
Stuart Hall is Sales Director for Epicor Software, UK and Ireland
Follow @ManufacturingGL and @NellWalkerMG
Ultium Cells LLC/Li-Cycle: Sustainable Battery Manufacturing
Ultium Cells LLC - a joint venture between General Motors and LG Energy Solutions - has announced its latest collaboration with Li-Cycle. Joining forces the two have set ambitions to expand recycling in North America, recycling up to 100% of the scrap materials in battery cell manufacturing
What is Ultium Cells LLC?
Announcing their partnership in December 2019, General Motors (GM) and LG Energy Solutions established Ultium Cells LLC with a mission to “ensure excellence of Battery Cell Manufacturing through implementation of best practices from each company to contribute [to the] expansion of a Zero Emission propulsion on a global scale.”
Who is Li-Cycle?
Founded in 2016, Li-Cycle leverages innovative solutions to address emerging and urgent challenges around the world.
As the use of Lithium-ion rechargeable batteries in automotive, industrial energy storage, and consumer electronic applications rises, Li-Cycle believes that “the world needs improved technology and supply chain innovations to better recycle these batteries, while also meeting the rapidly growing demand for critical and scarce battery-grade materials.”
Why are Ultium Cells LLC and Li-Cycle join forces?
By joining forces to expand the recycling of scrap materials in battery cell manufacturing in North America, the new recycling process will allow Ultium Cells LLC to recycle cobalt, nickel, lithium, graphite, copper, manganese and aluminum.
“95% of these materials can be used in the production of new batteries or for adjacent industries,” says GM, who explains that the new hydrometallurgical process emits 30% less greenhouse gases (GHGs) than traditional processes, minimising the environmental impact. Use of this process will begin later in the year (2021).
"Our combined efforts with Ultium Cells will be instrumental in redirecting battery manufacturing scrap from landfills and returning a substantial amount of valuable battery-grade materials back into the battery supply chain. This partnership is a critical step forward in advancing our proven lithium-ion resource recovery technology as a more sustainable alternative to mining, " said Ajay Kochhar, President, CEO and co-founder of Li-Cycle.
"GM's zero-waste initiative aims to divert more than 90% of its manufacturing waste from landfills and incineration globally by 2025. Now, we're going to work closely with Ultium Cells and Li-Cycle to help the industry get even better use out of the materials,” added Ken Morris, Vice President of Electric and Autonomous Vehicles, GM.
Since 2013, GM has recycled or reused 100% of the battery packs it has received from customers, with most current GM EVs repaired with refurbished packs.
"We strive to make more with less waste and energy expended. This is a crucial step in improving the sustainability of our components and manufacturing processes,” concluded Thomas Gallagher, Chief Operating Officer, Ultium Cells LLC.