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

Summary

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

Scope

Analysis

  • 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

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