Gartner Research

2017 Strategic Roadmap in Customer Service Maturity: Collaborate and Orchestrate (Stages 4 and 5)

Published: 15 November 2017

ID: G00316291

Analyst(s): Beth Coppinger , Lisa Callinan


Leading organizations recognize customer service excellence as a competitive differentiator. Supply chain leaders can use this roadmap to advance their capabilities in customer service and drive value through multienterprise collaboration and the orchestration of customer-led innovation.

Table Of Contents


  • Build the Strategic Roadmap to Get to Stages 4 and 5 Maturity
  • Current State — Stage 3 Cross-Functional Integration
  • Future State
  • Gap Analysis and Interdependencies
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.