Gartner Research

2017 Strategic Roadmap in Customer Service Maturity: Cross-Functional Integration (Stage 3 Maturity)

Published: 24 August 2017

ID: G00316290

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 E2E supply chain. Companies that have a solid foundation in customer service should use this roadmap to integrate the function to achieve Stage 3 maturity.

Table Of Contents


  • Assess Current-State Maturity Prior to Building Your Roadmap
  • Build the Strategic Roadmap to Get to Stage 3 Maturity
  • Current State — Stage 2: Achieving Functional Scale and Efficiency
  • Future State — Stage 3: Cross-Functional Integration
  • Gap Analysis and Interdependencies
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

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