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Have you Hugged your eProcurement Vendor Today?

Observations from my first October conference season — by Mike Perno Companies are always talking about the importance of the customer. They show off customer satisfaction surveys; tout net promoter scores; and even monitor social media to turn up stories of happy clients. But I suggest that the real proof of customer satisfaction is in the hugs - real hugs that we, as a software vendor, actually get from many of our customers. Putting the customer first is a core tenant in the “ESM Way.” And, as somebody who has worked on both the implementation and the sales side for ESM, I’ve had the opportunity to build friendly relationships with many of our customers and partners.   But, as I wrap up my first trade show season with ESM, what struck me the most was how truly happy our customers are. So happy, in fact, that as we bumped into each other in the halls or on the vendor floor, customers, even some I’d only talked to by phone, would give me a hug. Sure, we would chat about ESM’s spend management solutions. I always ask how things are going and make sure we’re on top of everything. But, then the focus would always shift to the person – family, life, kids.  Many are eager to know about my baby daughter. (I’m sleeping a little bit!). Why so many hugs? The higher education market is packed with patient and friendly people. And, at ESM, we strive to ensure our solutions meet our customers’ needs and solve their problems - from streamlining the procurement process to fully automating sourcing.  ...