Gartner Research

Supply Chain Customer Centricity Part 1: Leadership Alignment and Capability Development

Published: 21 June 2019

ID: G00382563

Analyst(s): Beth Coppinger , Simon Bailey


As supply chain leaders seek to enhance the customer experience, they must develop capabilities to build a deep understanding of customer wants and needs. This research provides an overview of the capabilities needed to develop a more customer-centric approach.

Table Of Contents
  • Key Challenges



  • Get Top-Down Sponsorship for Developing Customer Centricity
  • Develop Deeper Understanding of Customers by Crafting “New” Capabilities
  • Expand Customer Understanding Across the Organization by Increasing Visibility and Creating a Shared Knowledge of Customer Successes and Challenges

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