Gartner Research

2017 Strategic Roadmap in Customer Service Maturity: Building the Foundation

Published: 20 July 2017

ID: G00316289

Analyst(s): Lisa Callinan


Supply chain leaders responsible for customer service need to build a strategy for maturing their function and integrating it into the broader end-to-end supply chain. Use this roadmap in the early stages of maturity (Stage 1) to build the right foundational capabilities.

Table Of Contents


  • Assess Current State Maturity Prior to Building Your Roadmap
  • Build the Strategic Roadmap to Get to Stage 2 Maturity
  • Current State — Stage 1 Siloed Autonomous Operation
  • Future State — Stage 2 Achieving Functional Scale and Efficiency
  • Gap Analysis and Interdependencies
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

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