Gartner Research

How to Make the Winning Business Case for Investments to Improve Customer Service

Published: 04 August 2017

ID: G00326976

Analyst(s): Chris Poole , Simon Bailey


Supply chain leaders responsible for customer service often understand the need to invest in capabilities and their teams' skills but struggle to prioritize investments and gain backing. This research covers practical steps for choosing what to invest in and how to win support for their proposals.

Table Of Contents
  • Key Challenges



  • Focus Initial Investments on Building Firm Foundations to Support All Customers by Engaging in Activities That Reduce Cost and Free Up Cash to Protect Margin
    • Data Quality
    • Cost to Serve
    • Zero-Touch Orders
    • Compliance With Delivery and Payment Terms
  • Focus the Second Wave of Initiatives on Growth With Strategic Customers Through Collaboration Across the Shared Supply Chain
    • Customer Segmentation
    • Collaborative Forecasting
    • Collaborative Logistics
  • Win Support for Initiatives by Building Clear Business Cases for Improved and Reliable Customer Service and Collaboration

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