High-performing organizations recognize the need to be closely connected to their customers. They acknowledge that their front, middle and back offices all impact customer experience. To deliver highly-customized products swiftly and make every customer interaction a delight, they must align different parts of the organization — including partners. A customer-centric supply chain is driven by visibility, insightful data, and a shared commitment to customers. It also looks to balance customer expectations with profitability, by delivering the desired customer experience without under or over-investing in capabilities.
Today’s customers are better informed, better connected and more demanding than ever before. The supply chain must adapt to these heightened expectations.
Read our latest report as part of our Future of supply chain series to understand how businesses should be rethinking their supply chain through a customer lens.