Gartner Research

Make Customer Service a Competitive Advantage in Consumer Products Companies

Published: 21 July 2015

ID: G00280268

Analyst(s): Chris Poole


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



  • 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

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication 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 research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.