SoftwareReviews, a division of world-class IT research and advisory firm Info-Tech Research Group, has published its 2020 Enterprise Resource Planning Emotional Footprint Awards, naming seven vendors as champions. The following vendors are leaders according to the feedback provided by their end users via SoftwareReviews’ comprehensive online survey. Vendors were rated on the relationship with their users based on the customer experience delivered, along with the value provided by the software to the customer organization:
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- Oracle ERP Cloud
- Unit4 ERP
- Oracle NetSuite ERP
- Acumatica Cloud ERP
- FinancialForce ERP
- Microsoft Dynamics 365 ERP
- Sage X3
What makes the SoftwareReviews Emotional Footprint different? Inclusion of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation. Together they create a powerful indicator of overall user feeling toward the vendor and its product from the software users’ point of view. SoftwareReviews calls this insight the Net Emotional Footprint.
“What is interesting about this year’s Enterprise Resource Planning Emotional Footprint Awards is the number of companies that have made it into the Champions quadrant,” says Robert Fayle, research director, Info-Tech Research Group. “As ERP software continues to move toward commoditization, we will see more vendors differentiating themselves through customer service. It is no longer enough to have the best software. You also need to be able to deliver the best customer experience.”
Oracle ERP Cloud, with a Net Emotional Footprint of +86, has scored top product in many categories, specifically exceeding expectations, in being respectful, efficient, caring, saving time, and providing users with client-friendly policies. Unit4 ERP, with a Net Emotional Footprint of +86, received top product in being inspiring, generous, transparent, and overdelivering. Oracle NetSuite ERP, with a Net Emotional Footprint of +78, was recognized for being reliable, efficient, caring, and respectful.
Acumatica Cloud ERP, with a Net Emotional Footprint of +76, received high scores for being altruistic, trustworthy, and fair. FinancialForce ERP, with a Net Emotional Footprint of +81, demonstrated continual improvements, innovation, and performance enhancement. Microsoft Dynamics 365 ERP, with a Net Emotional Footprint of +78, was recognized for placing clients’ interests first. Sage X3 with a Net Emotional Footprint of +78, earned top product in enabling productivity.
In general, Enterprise Resource Planning software users were most satisfied with vendors’ reliability – and were most dissatisfied with vendors overpromising.
About SoftwareReviews Emotional Footprint Awards and Software Reports:
SoftwareReviews Emotional Footprint Awards recognize outstanding vendors in the technology marketplace as evaluated by their users annually. Top vendors in a software category are eligible to receive Emotional Footprint Gold Medals, provided their net-promoter scores meet the threshold for sufficiently high user satisfaction across four areas of evaluation: vendor capabilities, product features, likeliness to recommend, and vendor experience. In-depth product evaluation reports are available at www.softwarereviews.com.
About SoftwareReviews:
SoftwareReviews is a division of Info-Tech Research Group, a world-class IT research and advisory firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships.
By collecting real data from IT and business professionals, the SoftwareReviews methodology produces the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software.
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