Prioritize Supply Chain Customer Service

Improve your supply chain customer service and fulfillment efforts

Customer service leaders must connect customer experience to business results

Only 27% of companies believe they offer service that is superior to their competitors’ service. That means nearly three-quarters of companies do not exploit the supply chain customer service function to gauge customer satisfaction and improve customer experience (CX) overall for competitive advantage.

Future capacity constraints and increasing product complexity will stretch supply chains, pushing organizations to look for more creative ways of delivering products to customers. Leading supply chains recognize the need to partner with the business for growth, while also driving efficiencies.

Stan Aronow

VP, Distinguished Advisor, Gartner

How we address your top challenges

Customers aren’t just buying a product or service. They’re buying experience. Leading supply chain executives realize that customer satisfaction should be a key indicator in gauging the success of their supply chain operation. Gartner can provide you with robust benchmarks, validated labor market data, tactical tools, and peer-sourced best practices to help you make informed decisions and execute initiatives quickly.

The 2018 Customer Fulfillment & Collaboration Survey Results: Change Is Coming

Do you have a customer-centric supply chain? Gartner predicts that by 2020, CX will overtake price and product as the key differentiator, requiring supply chain leaders to manage shifting customer expectations while adapting to new digital business models.

How Your Supply Chain Can Improve the Customer Experience

Customers don’t just buy a product or service — they buy an experience. If that experience is a bad (negative) one, an excellent product or service won’t make up for it. Customers want their interactions to be seamless, without boundaries and facilitated by dynamic processes.

Create Supply Chain Joint Value With Customer Collaboration

Customer collaboration is at the top of many chief supply chain officer (CSCO) agendas because of the potential growth and value it can create. However, changes in the application of digital technologies and inadequate partnerships can negatively impact supplier and customer value. This Gartner webinar offers insights on the importance of customer collaboration.

Questions about becoming a Gartner client?

Gartner Supply Chain Symposium/Xpo

The World’s Most Important Gathering of CSCOs and Supply Chain Executives

At Gartner Supply Chain Symposium/Xpo™ 2020, CSCOs and their leadership teams gain a strategic view of the trends disrupting their business. Through collaboration with Gartner experts, thought leaders, industry peers and solution providers, you’ll explore new ways to approach your most critical challenges and achieve greater impact as a leader.

Before coming to this conference, I thought I would get information on how supply chains run in different companies. It exceeded my expectations on digitalization, what it means and how to get there ... I gained a lot from this conference and linked up with like-minded peers.

James Chu

Avery Dennison

Gartner experts are trusted advisors for 2,500+ supply chain leaders and executives

Gartner helps organizations grow and maintain ownership of strategic initiatives. Make the right decisions with trusted insights and objective advice.