Gartner Research

Supply Chain Brief: Heineken's Journey to Improved Customer Service and Collaboration

Published: 24 April 2017

ID: G00328333

Analyst(s): Chris Poole


Supply chain leaders responsible for customer service can learn from Heineken's journey to improved customer service and collaboration. This research explains how it made customer service a priority and used cost-to-serve analytics to support its strategy.

Table Of Contents

What You Need to Know


  • Make Customer Service a Priority and Decide on Three Key Customer-Centric Strategies
  • Use Cost-to-Serve Analysis to Support Customer Service Improvement and Collaboration Strategies
  • Learn From Challenges and Adapt Approach
  • Implemented Segmented Customer Service Propositions and Collaborative Initiatives With Key Customers

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