Gartner Research

Make Customer Service a Competitive Advantage in Consumer Products Companies

Published: 21 July 2015

ID: G00280268

Analyst(s): Chris Poole

Summary

Supply chain and customer service/logistics leaders in consumer products companies are under increasing pressure to grow revenue and increase margin. This research sets out how to establish customer service as a competitive advantage to underpin these objectives.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Focus on Effective Customer Service Performance Metrics
  • Tailor Your Customer Service Proposition but Simplify and Standardize Non-Customer-Facing Activities
  • Improve Your Master Data Quality Through Robust Governance
  • Collaborate With Your Key Customers to Identify New Sources of Value by Reviewing Your Shared Supply Chain Together

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