Four Steps to Become a Customer-Centric Supply Chain

View benchmarking data and case studies on the customer-centric supply chain.

Eighty-three percent of companies demand that supply chains improve customer experience (CX) as part of the digital business strategy.

In response, most are shifting away from a product-centric supply chain and toward acustomer-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 researchon building a customer-centric supply chain and explore:

  • Four-step playbookfor transformation
  • Benchmarking dataon supply chain priorities, investments and action plans
  • Case studiesfrom supply chain teams at Dell Technologies, Johnson & Johnson, Siemens and JD.com

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Four Steps to Become a Customer-Centric Supply Chain

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    Gartner support for building customer-centric supply chains

    Supply chain is increasingly focused on customer service and offering differentiated services and fulfillment options, all in alignment with the enterprise agenda. Customer fulfillment can optimize profitability, operational efficiency, customer satisfaction and customer loyalty. Gartner helps supply chain leaders and their teams build customer-centric supply chains and develop customer fulfillment strategies that optimize CX.Visit gartner.comto learn more about our customer fulfillment insights, advice, data and tools for improving value creation via customer partnership and collaboration.