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SCBN Gartner On Demand Webinar: The Power of Visibility: Are you ready to unleash your supply chain data?

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The top driver for change in supply chains is the need to retain customers yet the least important element of a supply chain is the quality of service, according to a 2016 IDC Manufacturing Insights supply chain survey. Looking at priorities through 2017, reducing costs and eliminating waste was the top priority and customer-centricity was ranked fourth (60% versus 28%).

Improving retention through a superior customer experience has been a top mandate in enterprises for several years, so it isn’t surprising that the sentiment is also expressed by supply chain executives.

But it is surprising to see the low priority placed on becoming more customer-centric. After all, a customer’s most immediate perception of a business is the quality of its service. To a physical supply chain, that means accurate and on-time fulfillment.

In a business network when cost and service level commitments are roughly the same among competitors, the sourcing decision tilts to the trading partner with the best reputation for meeting its commitments.

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The top driver for change in supply chains is the need to retain customers yet the least important element of a supply chain is the quality of service, according to a 2016 IDC Manufacturing Insights supply chain survey. Looking at priorities through 2017, reducing costs and eliminating waste was the top priority and customer-centricity was ranked fourth (60% versus 28%).

Improving retention through a superior customer experience has been a top mandate in enterprises for several years, so it isn’t surprising that the sentiment is also expressed by supply chain executives. But it is surprising to see the low priority placed on becoming more customer-centric. After all, a customer’s most immediate perception of a business is the quality of its service. To a physical supply chain, that means accurate and on-time fulfillment.

In a business network when cost and service level commitments are roughly the same among competitors, the sourcing decision tilts to the trading partner with the best reputation for meeting its commitments.

pattern

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