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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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.
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
Learn how Zuellig Pharma’s eZTracker enables data sharing among pharmaceutical manufacturers, patients and healthcare practitioners.
Increasing customer demands requires supply chain investment in the customer experience. Learn 4 ways to improve your customer experience.
Explore how supply chains can better sense and respond in real-time to generate value across the organization.
This research helps supply chain customer fulfillment leaders to leverage the voice of the customer to improve service and enhance the customer experience.
Uncover 3 activities from the Supply Chain Customer Loyalty report to get ahead with customer satisfaction and customer enablement.
Explore what Gartner for Supply Chain can do for you
Business leaders are recognizing the competitive advantage of superior CX and the value in not only what a company delivers for its customers, but how it delivers products and services. Establish yourself as an effective enterprise leader during your transition and beyond with the help of Gartner’s insights.
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.
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