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

Summary

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

Introduction

Analysis

  • 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

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