Gartner Research

How Supply Chain Can Drive Better Customer Experiences

Published: 26 April 2017

ID: G00319743

Analyst(s): Beth Coppinger , Lisa Callinan

Summary

CSCOs must understand customers' needs and know how the supply chain impacts the overall experience for customers. Supply chain is strategically positioned to promote and implement collaborative processes that improve the customer experience.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Design the Steps in the Supply Chain Necessary to Deliver a Seamless Experience for Customers
  • Upskill Supply Chain Customer-Facing Roles to Take Advantage of Business Moments to Improve the Customer Experience
  • Promote the Understanding That Supply Chain Is Uniquely Placed to Identify Customer Needs and Drive Better Customer Experiences
    • The Business Moment
    • The Enablers
    • The Service Need

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