Gartner Research

How B2B Companies Can Learn From B2C to Build Better Returns Processes and Improve Customer Service

Published: 28 February 2017

ID: G00324361

Analyst(s): Simon Tunstall , Tom Enright , Lisa Callinan , Andrew Stevens


The mindset within B2C companies in developing improved returns capabilities is expanding to B2B industries. Supply chain leaders focused on B2C need to include returns as a key capability to meet growing customer expectations.

Table Of Contents
  • Key Challenges



  • Enhance Your Reverse Supply Chain Capabilities by Building Returns Management Initiatives, Including the Clear Identification of Process Steps and Owners, Into Your Supply Chain Development Roadmap
  • Make B2B Return Policies a Competitive Commercial Advantage by Including Them Within an Overall Package of Attractive Supply Chain Terms of Trade
  • Develop Visibility and Traceability for Product Returns by Managing All Product and Data Flows Through the Reverse Logistics Process

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.