As a supply chain customer fulfillment leader, do you know your customers wants and needs?
Top companies take a cross-functional approach to understanding and meeting the needs of the customer, including supply chain. For supply chain professionals, understanding the needs of the customer means understanding more than demand forecasting or on-time product delivery. It means knowing how the customer interacts with your people, processes, products or services and then knowing how they relate those interactions to their overall experience as a customer.It means listening and responding to the voice-of-the-customer (VoC).
Download the research for actionable guidance on:
- Identifying the sources for collecting VoC feedback
- Collaborating across the enterprise to create a program for capturing and using VoC data
- Creating a closed feedback loop with customers
- Expanding supply chain metrics to incorporate several measures of CX