Gartner Research

Survey Analysis: Majority of Customer Fulfillment Organizations Plan to Shift Focus to Value Creation by 2020

Published: 22 February 2019

ID: G00382056

Analyst(s): Beth Coppinger


Cost remains important in customer fulfillment, but three in four supply chain organizations will expand their mission to include value creation by 2020. Supply chain leaders can use these survey findings and insights to help make the shift to leverage customer fulfillment for competitive advantage.

Table Of Contents

Survey Objective

Data Insights

  • Companies Aspire to Rapidly Advance Customer Fulfillment Maturity to Drive Increased Value Creation
  • Companies Are Centralizing Their Organizational Structure
  • Companies Are Investing in New Technologies to Automate and Expand Their Knowledge of the Customer
  • Methodology
    • Additional research contribution and review:

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