ERP Adoption and Customer Experience

November, 2011


ERP systems are the most widely deployed business applications. But how aggressively are end-user organizations currently investing in ERP and what are the risks and rewards? In this study, we show the three-year trend in the percentage of organizations that have adopted ERP systems and are currently investing in them. We report worldwide adoption and investment rates by sector, organization size, and geography. We also measure customer experience in terms of the success rates for return on investment (ROI) and total cost of ownership (TCO). Finally, we assess ERP investment levels for new implementations and improvements to existing systems. We wrap up with our recommendations for improving the ROI of ERP. (18 pp., 10 figs.)
[Research Byte]