Gartner Research

Consumer Products Companies Drive Value Through Customer Service Segmentation

Published: 13 September 2016

ID: G00314968

Analyst(s): Beth Coppinger

Summary

Supply chain leaders are looking for opportunities to increase customer-focused resources and manage multichannel demands without increasing head count and costs. Customer service segmentation addresses these challenges by creating differentiated service offerings that protect and create value.

Table Of Contents
  • Key Challenges

Analysis

  • Define the Right Service Segmentation and Align to Business Goals
    • Start With Your Business Goals
    • Consider Your Customers Capabilities and Requirements and What You Want to Do With Different Groups of Customers to Deliver the Business Goals
    • Overlay Practicalities and Develop the Vision
  • Segment Your Offerings Across Service, Issue Management, Resource and Logistics Trade Terms
  • Align Sales and Supply Chain and Hold Customers Accountable to the Requirements of Their Segment

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