Gartner Research

Customer Fulfillment Organization Design: Building the Foundation

Improve execution excellence and customer experience

Analyst(s): Beth Coppinger and Ken Chadwick

Business leaders are recognizing the competitive advantage of superior customer experience and the value that resides in not only what a company delivers for its customers, but how it delivers products and services. Where companies once could differentiate themselves by product or efficiency, distinctiveness today increasingly lies in creating a seamless, unified commerce customer experience. This is driving a significant transformation in customer service organizations as they implement technologies to streamline transactional services and seek to manage customer inputs from multiple channels.

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Learn to use customer maturity levels to define necessary organizational changes.

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