Align on outcomes, deliver real value: Infor’s vision for customer success

The promise of digital transformation is compelling—but too often, there’s a “value void”: a gap between what’s sold and what’s actually delivered. At Infor™, we’re closing that gap by making customer success the engine that drives real business outcomes.

Customer success isn’t a support function. It’s a company-wide commitment to long-term value realisation. That means aligning on business goals from day one, delivering proven best practises (not endless customisation), and staying engaged well beyond go-live to ensure customers realise ongoing value and thrive.

Rooted in our industry-specific capabilities, Infor’s approach focuses on measurable results and strategic partnerships that help customers unlock their full potential, starting with implementation and continuing through ongoing optimisation.

I recently joined Rob Markey on Bain & Company’s The Customer Confidential Podcast to share how Infor is operationalizing this shift. Here are key highlights from our conversation:

• Customers don’t buy features—they buy results. Every engagement starts with outcome clarity, whether it’s reducing invoice errors, improving order accuracy, or optimising production with real-time data and intelligent scheduling. We focus on what drives the business forward, and we measure progress using clear, business-aligned metrics so customers can see the impact at every stage.
• Time to value matters. Our preconfigured, micro-vertical solutions help customers accelerate results without getting bogged down in custom builds. With Infor’s process catalogue and industry best practises, customers can begin realising value from day one.
• Optimisation is continuous. With generative artificial intelligence (GenAI), process mining, and robotic process automation (RPA) embedded in our CloudSuites, we help automate routine tasks and unlock productivity. For example, invoice processing can now happen end-to-end without a human touch. These capabilities are delivered through Infor Velocity Suite, a bundled offering that makes process innovation easier to adopt—and easier to scale.
• Success is embedded, not reactive. Through our CareFor Success model, customers are paired with dedicated partners who stay engaged beyond implementation, helping align Infor’s roadmap with their evolving goals and driving value at every stage.

Enterprise resource planning (ERP) relationships span years, even decades. That’s why success must be measurable, proactive, and fully integrated into how we work, both with our customers and across our teams.

This isn’t just a shift in messaging—it’s a real transformation. It’s reshaping how our teams collaborate, how our tools are built, and how we stay accountable to customer outcomes over time. That commitment is what makes the difference between a vendor relationship and a strategic partnership.

From preconfigured best practises to continuous optimization—Infor delivers success by design.

Listen to the full episode here: https://www.netpromotersystem.com/podcast

Want to learn more?

Explore how our CareFor Success approach and Velocity Suite help customers realise the full value of their Infor investment.