The Customer-Centric Supply Chain: Key to Competitive Advantage

Customer service in supply chain management starts from the moment the customer places an order, all the way to the end when the customer receives the order. Not long-ago customer service was focussed on getting the right product at the right place and at the right time but now supply chain management has evolved into competitiveness and business growth. It is much more complex and intertwined.  

Customer service has become an integral part of supply chain management. It is not just a department any longer but is woven into the fabric of supply chain management. According to Gartner, 83% of the businesses are increasingly recognising the critical role of enhancing customer experience in their supply chain management.  

5 Ways to Deliver Customer Experience through Supply Chain Management  

1. Understand your customer's needs: Begin by delving deep into your customers' preferences and expectations. By understanding their needs, you can tailor your supply chain processes to meet and even exceed their expectations.   
   
   
2. Enhance visibility and communication across your supply chain: Seamless communication and visibility across supply chain, ensuring that all stakeholders are aligned will improve customer satisfaction. 
   
   
3. Ensure real-time inventory management: Inventory management plays a pivotal role in customer satisfaction. Utilise real-time inventory management solutions to optimise stock levels, reduce lead times, and minimise the risk of stockouts.    
   
   
4. Leverage technology to improve customer experience: Embrace technology to enhance customer experience. Implementing AI, IoT and blockchain to streamline operations, predict demand accurately and automate processes for a smoother customer journey.  
   
   
5. Analyse customer feedback: Customer feedback is a valuable resource. Regularly collect and analyse feedback to identify areas for improvement. Whether it's speeding up deliveries, optimising packaging, or refining product quality. To make this easier for you, Veriscape can help you review your supply chain processes, people and technology.  

The integration of supply chain and customer experience plays an integral role. Customer experience is no longer a mere transaction, but it is an opportunity to create long-lasting impressions on your customers. By adopting a customer-centric approach organisations can improve their overall business growth and exceed their customer expectations.