Experience Radar 2013: Lessons from the U.S. Enterprise Software industry

April 2013
  • Print-friendly version
Experience Radar 2013: Lessons from the U.S. Enterprise Software industry

At a glance

PwC's Experience Radar helps businesses find the often hidden sources of value that drive exceptional, differentiated customer experience. By helping Enterprise Software leaders rank their product and service features, Experience Radar locates opportunities to create value and thereby bolster top-line growth and bottom-line results.

The digital revolution has transformed the Enterprise Software sales process. Today's consumers (including decision makers and end users) are better informed than ever before. As a result, they expect the next-generation sales experience to be uniquely tailored---both to their requirements and to the pace at which they do business.

Enterprise Software providers who are unable to meet these higher consumer expectations are at a marked disadvantage. After all, customer-oriented industries have raised the bar for everyone.

The Enterprise Software industry has turned to experience to grow their top lines and maintain margins, according to Experience Radar 2013: Lessons from the US Enterprise Software Industry, one in a series of customer-centric reports that measures the experiences of about 6,000 US consumers across multiple industries.

The report defines the five core behaviors companies can adopt to enhance customer experience and create value: deliver what matters most; infuse the human touch, promote agility; own the issues; turn advocacy into action.