ID Number: G00211525



Beyond the Perfect Order: Measuring the Customer Experience of Your Supply Chain
30 March 2011
 
Debra Hofman   Jessica O'Brien  

Companies struggle to get a cohesive, outside-in view of their customers' experience of their supply chains. In this research, we discuss what leading companies are doing to gain such a perspective and engage in joint value creation with their customers.





*
Unavailable for individual purchase
For information on how to gain access to this and other documents,
click here.













Contact Gartner




For information on how to gain access to this and other documents, click here.
 You or your organization may already own this document. Register now to find out. Your Gartner Membership Administrator can supply the needed License Key(s).
You will not lose your document during registration.
Sign in here:
Username:

Password:
Forgot your username
or password?







This document is not available as part of your current Gartner subscription. For pricing and availability of the full document, please contact your Gartner account representative. Your account representative can also give you more information about your current subscription and other access options that may be available to you. If you do not have a Gartner account representative, call +1 203 316 1200 for assistance.

Table of Contents

Contents
  • Analysis
    • Introduction
    • Findings
      • Scope of the Effort
      • Challenges
      • Lessons and Recommendations
  • Recommended Reading
Figures
Figure 1.
Sources of Customer Experience Metrics
Figure 2.
Customer Experience Metrics in Use
Figure 3.
Breadth and Depth Differentiate Program Types
Figure 4.
Scope Varies on Four Dimensions
Figure 5.
Technology Deployed
Figure 6.
Design by Customer Segment
Figure 7.
Supply Chain Customer Experience Programs — Maturity Model
Figure 8.
Supply Chain Customer Experience Programs — Maturity Model (Continued)




© 2011 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.




Resource Id: 1612014