Supply Chain Customer Fulfillment

Optimize and innovate through profitable customer-centric fulfillment initiatives

Becoming a Customer-Centric Supply Chain

A customer-centric supply chain is focused on delivering both profit and high-value CX. How do you build a customer-centric supply chain that is deeply knowledgeable of and responsive to customer needs?

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  • Benchmarking data on priorities, investments and action plans
  • Case studies from Dell Technologies, Johnson & Johnson, Siemens and JD.com
  • Lessons learned to accelerate supply chain transformation

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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

    Leading supply chain executives realize that customer satisfaction should be a key indicator in gauging the success of their supply chain operation. 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.

    Supply chain customer fulfillment insights you can use

    Gartner can lead organizations to develop deeper customer understanding, prioritize customer-focused initiatives, and balance foundational capabilities with those focused on competitive differentiation and innovation

    How to Improve Your Supply Chain Customer Experience

    Increasing customer demands requires supply chain investment in the customer experience. Learn 4 ways to improve your customer experience.

    How Pfizer Won the 2022 Supply Chain Award

    Learn how Pfizer’s deep-freezing of the supply chain brought the COVID-19 vaccine to the world.

    Cultivate Next-Generation Sensing Capabilities

    Explore how supply chains can better sense and respond in real-time to generate value across the organization.

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

    This research helps supply chain customer fulfillment leaders to leverage the voice of the customer to improve service and enhance the customer experience.

    3 Tactics to Drive Supply Chain Customer Loyalty

    Uncover 3 activities from the Supply Chain Customer Loyalty report to get ahead with customer satisfaction and customer enablement.

    Questions about becoming a Gartner client?

    Gartner Supply Chain Top 25 for 2022

    See the 18th annual ranking to learn the standard for supply chain excellence.

    Customer Fulfillment: FAQs

    Gartner defines customer experience as the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.

    Customer experience management (CXM) is the discipline of understanding customers and deploying strategic plans that enable cross-functional efforts and customer-centric culture to improve satisfaction, loyalty and advocacy.

    Experience Supply Chain conferences

    Join your peers for the unveiling of the latest insights at Gartner conferences.

    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.