Supply Chain Customer Experience Management & Customer Fulfillment

Improve your supply chain customer fulfillment efforts.

Supply chains can better sense and respond to customer's needs

A connected supply chain organization can sense, identify and serve the unmet, often unspoken, needs of customers across products, packaging and services.

Learn how chief supply chain officers and their teams are increasingly able to leverage real-time customer insight and other data to discover unmet needs and improve customer experience and find associated opportunities for the business.

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    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

    Implementing customer-centric processes and solutions

    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.

    27% of companies believe they offer service that is superior to their competitors.

    How we address your top customer experience management challenges

    Leading supply chain executives realize that customer satisfaction should be a key indicator in gauging the success of their supply chain operation. Gartner can lead organizations to develop deeper customer understanding, prioritize customer-focused initiatives, and balance foundational capabilities with those focused on competitive differentiation and innovtion

    A Customer Fulfillment Action Guide to Staying Agile in the Turns

    While some organizations focus only on short-term mitigation tactics, top performers defy conventional thinking by maintaining focus on long-term strategy and implementing preconceived plans when disruptions occur. Customer fulfillment leaders must prepare and lead through all manner of turns.

    How Supply Chain Leaders Can Use Voice of the Customer to Improve Customer Experience

    Leveraging voice-of-the-customer insight helps the supply chain play an active role in defining and responding to customer needs. This research helps supply chain leaders focused on fulfillment to leverage the voice of the customer to improve service and enhance the customer experience.

    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.

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