Supply Chain Customer Fulfillment

Optimize and innovate through profitable customer-centric fulfillment initiatives

Four Steps to Become a Customer-Centric Supply Chain

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

How do you shift toward a customer-centric supply chain? Best practice is to establish a customer-centric supply chain culture, focused on customer satisfaction, loyalty and profitability metrics and capable of generating customer insight.

Download new research on building a customer-centric supply chain.

  • 4-step playbook for transformation
  • Benchmarking data on supply chain priorities, investments and action plans
  • Case studies from supply chain teams at Dell Technologies, Johnson & Johnson, Siemens and JD.com

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Benchmarking data and case studies on the customer-centric supply chain

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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 innovtion

    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

    Learn 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.

    Create Supply Chain Joint Value With Customer Collaboration

    This Gartner webinar offers insights on the importance of customer collaboration and how supply chains can create, leverage and extend successful collaboration partnerships.

    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.

    Gartner Supply Chain Symposium/Xpo™

    Join the world's most important gathering of CSCOs, supply chain executives along with Gartner experts to transform and innovate your supply chain strategy.

    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.