Gartner Research

Customer Service — Cost Center or a Means to Competitive Advantage?

Published: 01 March 2017

ID: G00323886

Analyst(s): Steven Steutermann , John Johnson


Supply chain leaders face ongoing challenges to meet rapidly changing customer needs. Yet whether customer service is an area for cost savings or competitive advantage is often in question. This research offers guidance on providing appropriate service at reduced costs while driving revenue growth.

Table Of Contents
  • Key Challenges



  • Define Your Needs and Determine If Your Customer Service Center Represents an Opportunity for Big Cost Savings, Big Capabilities — or Both
  • Identify Mode 1 and Mode 2 Strategies Within the Customer Service Center
  • Invest in the Customer Logistics Capability to Execute the Business Strategy and Differentiate Service Offerings

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