What Drives Client Loyalty in ERP Systems Integration Projects?

The Selection Process

Short-listing and selecting an ERP systems integrator can be a long, arduous process, and oftentimes the client keeps their fingers crossed that they’ve made the right decision. The goal, of course, is to identify the best integrator for the project. Because having ERP means upgrades, enhancements, etc., the ideal scenario is for a client to develop a long-term, mutually beneficial relationship with their systems integrator.

From the client perspective, they want their systems integrator to…

Deliver what they say they can deliver
Complete the delivery on time (or within a reasonable window)
Bring measurable long-term benefits

From the systems integrator perspective, they want their clients to…

Keep coming back for future projects
Be a reference when selling to other clients

In summary, clients want an ERP systems integrator to execute well so their company can meet their business goals, and the systems integrators want their clients to be satisfied to drive more business in the future. This research reveals that there is a strong relationship between how a systems integrator performs and client loyalty.

Client Loyalty

Because of the size and complexity of ERP systems integration projects, the reasons for retaining a systems integrator for future projects (or not) can extend beyond effective delivery. Therefore, this research includes two different measures of client loyalty – one at the company level and another at the individual level.