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Customer-centric Supply Chain

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

A simpler way to modernize your supply chain

Kris Timmermans : Harvard Business Review

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Prioritizing supply chain network customer experience

Future competitive advantage and growth will rest on supply chain networks 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 chain networks 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 network strategies that put the customer at the center of everything they do.

SAP

Digital transformation in a nutshell

Cracking the supply chain strategy in the cloud.

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Total enterprise reinvention

In order to drive these new supply chain transformations, organizations must embrace Total Enterprise Reinvention, the new strategic imperative with which leading businesses are already outperforming their peers to grow revenue, reduce costs and achieve long-term, sustainable value. Data, analytics and AI are central to their ability to do this. Armed with data-driven predictions, supply chain leaders can decide how to respond to and meet demand.

Accenture’s Total Enterprise Reinvention research shows that organizations classified as 'reinventors’ perform 31% better than industry peers on experience, for customers, suppliers and employees.

Strategy & Consulting

Total enterprise reinvention

We outline how organizations can achieve higher levels of performance through technology and innovation.

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Creating a customer-focused supply chain network

How do you create a customer-centric supply chain network? 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 network 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.

The digital core and AI at the center of Total Enterprise Reinvention are fundamental to enable truly personalized supply chain network customer experiences.

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 value chain initiatives.

2-3-4 approach

Let Accenture help you drive an intelligent supply chain network 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 network 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 network transformation.

Supply chain network end-to-end transformation

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

Supply chain network technology transformation

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

Supply chain network operating model transformation

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

Supply chain network managed services

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

Supply chain & operations blogs

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

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Supply Chain & Operations

Beware the growing digital divide in supply chains

How do we close the supply chain digital divide? Accenture’s Kris Timmermans explains what leaders do differently.

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Supply Chain & Operations

Unleash more value from today's great product and packaging designs

How can CPG supply chain leaders use design to unleash more value from their products and packaging?

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Supply Chain & Operations

How fulfillment can create a customer centric supply chain

Accenture's Patrica Cornet explains how can we put customers at the center of fulfillment to create a customer-centric supply chain.

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Our leaders

Carly Guenther

Managing Director – Strategy & Consulting, Supply Chain & Operations, Customer-Centric Supply Chain Lead
LinkedIn

Brad Pawlowski

Senior Managing Director – Strategy & Consulting, Supply Chain practice
LinkedIn

Michel Roger

Managing Director – Supply Chain & Operations, SAP Business Group
LinkedIn

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 network 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 chain networks 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 chain networks 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 network 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 network 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 network 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 network 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.