Gartner Research

Survey Analysis: Supply Chain Investments Attempt to Reconcile Cost Savings and Process Improvement With Improved Customer Experience

Published: 05 September 2014

ID: G00268950

Analyst(s): Chad Eschinger , C. Klappich


Businesses with lower stages of maturity are focused on process improvement and cost reduction, limiting investments to drive business growth and the customer experience. Yet, more mature businesses are investing in innovation, transformation and process optimization rather than cost-cutting alone.

Table Of Contents

Survey Objective

Data Insights

  • Strong Growth in Spending Continues
  • Customer Intimacy Remains Paramount Despite Dropping in Order of Importance
  • Demand Variability and Forecast Accuracy Leading Inhibitors to Realizing Supply Chain Goals
  • Improved Decision Making and Transparency Are Generating Greatest Demand
  • Strong Expectations for Cloud Investment and a Unifying Platform
  • Key Marketing Considerations


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