Increased customer intimacy
TOP 10
( CSCOs ) and their teams face an environment where business models must change quickly , where the expectation is that they will spend as much or more time growing and innovating as they will spend streamlining and promoting efficiency . Gartner has termed this reality “ bimodal .” Traditionally , supply chain executives have been successful because they were good at driving down costs . The leaders now realise they will be judged on cost containment as well as the ability to promote and support the top line .
Increased customer intimacy
Another trend is a focus on customer experience as a measured priority in supply chain organisations . Independent of the product being sold , leaders are focused on listening more closely to their customers and responding with innovative solutions .
“ This year , we heard from more companies extending visibility and insight beyond firstline customers and moving on to the end users of their products . Their supply chains are not just collecting data concerning the details of the sale , but also the patterns of usage and resulting sentiment of the end user ,” said Mr . Aronow . “ Ultimately , pleasing customers with strong operational supply chain performance , when combined with improved solution performance , will lead to measurable improvements in customer satisfaction and contributions to the top line .
22 September 2015