Gartner Research

Improve Customer Service and Fulfillment in Supply Chain Primer for 2017

Published: 03 January 2017

ID: G00318272

Analyst(s): Simon Bailey , Tom Enright , Andrew Stevens , Beth Coppinger , Chris Poole , Lisa Callinan


Managing customer relationships is becoming more complex as customer demands and channels to reach them change in the digital age. Supply chain leaders can use customer service and fulfillment operations to identify initiatives that differentiate the organization through customer-centric processes.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How can leaders design a high-performing customer service function?
    • How can leaders improve performance management and analytics in customer service?
    • How can leaders drive collaboration with customers and create joint value opportunities?
    • How can leaders drive operational excellence in customer service?
    • How can leaders adopt best practices for multichannel fulfillment and returns?
    • How can leaders build trust and empower consumers with improved visibility into the supply chain?
    • How can leaders prepare for future trends by innovating in customer service?

Related Priorities

  • Suggested First Steps
  • Essential Reading

©2022 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.