Gartner Research

Survey Analysis: Business Priorities in North America Shift Toward Investment in Customer Experience, Providing Opportunity in the Supply Chain Market

Published: 13 May 2013

ID: G00246983

Analyst(s): Chad Eschinger , C. Klappich


The SCM survey sees realignment in business priorities where supply chain's contribution to business growth and enhancing the experience are top of mind with conditions moving cost reduction back into the top three. The results reflect buyers' belief that supply chain is a crucial advantage.

Table Of Contents

Survey Objective

Data Insights

  • Strong Growth in Spending Continues
  • Growth and Customer Intimacy Initiatives Remain Dominant Business Initiatives
  • 2015 Priorities Focus on Customer Service, Growth and Innovation
  • Reverse Logistics, Service Parts and Transportation Management Systems Are Generating Greatest Demand
  • Demand Variability and Forecast Accuracy Leading Inhibitors to Realizing Supply Chain Goals
  • Strong Expectations for Cloud Investment
  • Key Marketing Considerations


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