Customer-centric supply chain and operations

Today’s customers expect more. A customer-centric supply chain is the key to unlocking differentiated service offerings that drive revenue growth.

Prioritizing supply chain customer experience

Future competitive advantage and growth will rest on supply chains that can deliver innovative and hyper-personalized products, services and experiences.

As consumer attention shifts rapidly toward services and experiences, customers expect companies to provide a more holistic package around the product. Supply chains play a crucial role in delivering these value-driven customer experiences.

For Chief Supply Chain Officers, making this happen is a highly complex endeavor. They need to adopt new supply chain strategies that put the customer at the center of everything they do.

Accenture research shows 10% of companies stand out above their peers. The report lays out four actions that set them apart.

Creating a customer-focused supply chain

How do you create a customer-centric supply chain? You need to rethink its design from the ground up, using five key building blocks to enable a relentless focus on customer needs.

Innovate

Use data as an insight generation engine for new products and services designed around the customer.

Configure

Configure the supply chain into an asset-light ecosystem that delivers customer experiences in unique microsegments.

Connect

Connect with external parties for real-time end-to-end visibility and integrated planning and execution.

Operate

Build a service-oriented operating model that leverages a hybrid workforce to deliver customer experiences.

Optimize

Optimize day-to-day operations using analytics, performance monitoring and continuous innovation.

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Intelligent, customer-centered supply chains have never been more important not just to the bottom line, but to the world at large.

Accelerate the value with Accenture

Unlike traditional slow-burn transformations, Accenture can help your organization ensure a cash-positive journey to customer-centricity by identifying targeted cash flow and commercial interventions that accelerate value.

Growth

Increase revenue through value-added customer-centered services, improved availability and fewer lost sales.

Profitability

Boost profit early by reducing costs and enhancing working capital efficiency through targeted interventions.

Trust

Enhance stakeholder trust with net-zero emissions targets, counterfeiting preventions, and other sustainable supply chain initiatives.

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2-3-4 approach

Let Accenture help you drive an intelligent supply chain transformation that ensures the organization can make customer needs its undisputed center of attention.

2

Engage in a two-hour C-level conversation on the vision for a customer-centric supply chain powered by digital architecture.

3

Join a three-day virtual experience workshop to build out the vision, identify the size of the prize and scope out the roadmap.

4

Kick-start a four-month program to validate the vision, identify the capabilities needed, develop the business case and define the detailed roadmap.

Key offerings

As a leader in supply chain and operations, Accenture offers a range of best-in-class services to support a customer-centric supply chain transformation.

Supply chain end-to-end transformation

Build an intelligent, customer centered supply chain and transform your operations end-to-end. Read more.

Supply chain technology transformation

Transform your supply chain architecture into an enabler of profitable growth, with a digital core and advanced platforms. Read more.

Supply chain operating model transformation

Unlock your human potential and restructure the organization and its culture to support growth. Read more.

Supply chain managed services

Run, scale, and optimize supply chains that adapt to customer expectations and business opportunities. Read more.

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What we think

Supply chain and operations blog

Reinvent and create agile supply chains that power enterprise value across a range of industries and markets.

Focus on ultimate "no regret" supply chain moves

Learn what organizations should do to reinvent their supply chains for the new environment created by the COVID-19 pandemic.

Supply/demand planning doesn’t have to be so hard

Learn how using a data-driven approach with advanced analytics and AI can help determine the best way forward for your supply chain.

Our leaders

Frequently asked questions

The way businesses approach supply chain management has changed. Once it was all about cost efficiency, speed and scale. Now it’s also about supporting future business growth. And that means reorienting supply chain strategies, capabilities and priorities around a highly attuned understanding of what individual customers want, need, expect, and value. It’s why leading companies are reconfiguring their supply chains to support innovative and personalized products, services and experiences—for much more tightly defined segments of their customer base.
Today’s consumers have different—and greater—needs and expectations. Now, it’s not just about the product, it’s also about the holistic package of services and experiences companies build around that product—or provide as entirely standalone offerings. These value-driven customer offerings are the basis of future competitive advantage—and supply chains play a crucial role in delivering them.
Reorienting supply chain management around customers needs a holistic approach. That’s because it means going back to first principles and rethinking how the supply chain is designed from the ground up. It means collecting and understanding data from the whole value chain, plus external sources, to understand customers better. It means reconfiguring the supply chain as an asset-light network able to adapt to the unique needs of each customer segment. It means radically enhancing connectivity to improve real-time visibility for supply chain planning and execution. A service-oriented insight-driven operating model is also a key component, helping companies deliver innovative customer-centricity in the most efficient and optimized way possible.
Accenture’s graduated approach helps you chart your own path to greater customer-centricity in supply chain management. We start with a two-hour C-level conversation where we set out the vision and describe the supply chain technology that can deliver it. We follow this up with a three-day workshop leading to a four-month program to define the capabilities needed and the detailed roadmap.