Gartner Research

Use Gartner’s Maturity Model to Improve Customer Fulfillment

Published: 31 October 2018

ID: G00373537

Analyst(s): Beth Coppinger , Simon Bailey , Lisa Callinan


Leading companies evolve customer fulfillment from a function that manages transactions to a function that drives commercial advantage, enabling digital customer innovation. Supply chain leaders can use Gartner’s Maturity Model to assess current capabilities and prioritize actions for improvement.

Table Of Contents
  • Key Challenges



  • Establish a Customer Fulfillment Organization With Solid Foundational Capabilities
    • Journey
    • Goals
    • Capabilities
    • Action
  • Use the Maturity Model to Drive Improvement
  • Stage 1 — React
    • What to Do to Reach the Next Level — Stage 2
  • Stage 2 — Anticipate
    • What to Do to Reach the Next Level — Stage 3
  • Stage 3 — Integrate
    • What to Do to Reach the Next Level — Stage 4
  • Stage 4 — Collaborate
    • What to Do to Reach the Next Level — Stage 5
  • Stage 5 — Orchestrate
    • What to Do to Maintain This Level

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