Achieving Customer Satisfaction for B2B Supply Chains
B2C supply chains are exceeding in the customer experience space, with industry leaders like Amazon providing customers with an idealised service. Whilst B2C supply chains continue to meet and exceed the needs of their customers, B2B supply chains are still taking a more traditional and internalised, cost-focused approach.
“Retail supply chains have already made a lot of developments when it comes to being customer-centric but B2B supply chains are still using more traditional approaches,” states Angel Caja of Jotun “The B2B industry need to transition towards an external focus and put the customer inside of the supply chain, moving the supply chain away from being simply cost-focused. Organisations need to think about what the customer really needs and how, from a supply chain perspective, this value can be delivered.”
Customer satisfaction is crucially important in ensuring an organisation is successful. LiveChat inc. have estimated that 62% of consumers have stopped doing with business with a brand due to poor customer service. Supply chains play an important role in ensuring customers needs are met. In order to see more success in B2B companies, their supply chains need to make the transition to becoming customer focused. This is something that is expected to take place over the next 12 months.
Jotun Spain have already started making developments towards becoming a more customer-centric supply chain. An analysis of their market showed that each individual market had different needs despite requiring the same products. Since this, they have designed a model that has two-specific segments that cater to the various needs of their individual markets. Though they are in the early stage of this process, they are starting to see internal and external results, including an internal cost-reduction.
Angel Caja and fellow supply chain executive, Robert Mwasaru of Borealis have provided us with commentary on why B2B customer-centric supply chains are going to be a big trend for 2019 as well as 3 other top movements professionals should expect. Learn what your supply chain should be paying attention to this year in The Top Movements in Supply Chain for 2019.