Supply Chain Customer Experience Management

Improve your supply chain customer fulfillment efforts

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.
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

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.

Questions about becoming a Gartner client?

Gartner Supply Chain Planning Summit

The premier destination for supply chain planning leaders

Companies must advance their supply chain planning capabilities or risk falling behind. Yet supply chain planning remains an underutilized resource. Now is the time for supply chain planning leaders to elevate the visibility of the function and demonstrate value to the overall business. Gartner Supply Chain Planning Summit 2020 is designed to be an immersive conference for supply chain planning professionals looking to advance their maturity and improve capabilities. You’ll have access to brand-new Gartner supply chain planning research and hear real-world examples from leading organizations having a positive impact on the bottom line.

Every time I come to a Gartner conference I am inspired to not only make my company better, but to make the world better as well.

Executive Director

Global Supply Chain Services, Manufacturing

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.