Customers always come first, but without customer service, there are no customers. A survey released on Tuesday by Gartner has found that less than one-quarter of supply chain organizations have adopted customer enablement to the extent necessary to truly put the customer first.
Gartner surveyed 650 supply chain leaders across geography and industry from August to October 2022 for its flagship Future of Supply Chain report. It found that only 23% currently emphasize customer enablement. Those that do are twice as likely to receive repurchase orders compared to peers that merely focus on customer satisfaction or ease.
