Why is a Customer-Centric Approach Important in the Supply Chain?

According to the American Society for Quality, customer satisfaction is defined by data that clearly determines our clients’ happiness with an organisation’s products and services.

In organisations where the customer is at the heart of decision-making, the traditional customer funnel approach is replaced with what is referred to as the Flywheel, which takes its name from the incredibly energy-efficient wheel invented by James Watt.

The amount of energy the wheel stores depends on its spinning speed, friction with surfaces, and size. The concept of the energy generated by the wheel can be likened to the power held by our customers to grow our business. This is why it is of crucial importance to an organisation’s continued success to ensure that all strategies are centered around the customers.

The importance of a customer-centric approach in the supply chain

Organisations around the world are currently faced with a global supply chain that is rife with disruptions and delays, both of which can have a negative impact on a business itself and relationships with customers.

This combined with an ever-changing and evolving market has made the supply chain an increasingly strenuous environment. As such, developing a customer-centric strategy has become integral to continued growth.

This means putting customer satisfaction at the forefront of every stage of the supply chain in order to meet growing or sudden demand. Developing this customer-centric approach will in fact allow your organisation to build up supply chain resiliency and allow for more adaptability when trends in the market begin to shift.

62% of supply chain leaders have invested in technology to leverage customer data and drive supply chain innovation, according to a survey published by strategical planning organisation, Gartner.  Three recommendations were put to leaders to improve the customer experience: Coordinate to create a customer-centric culture, adopt a strategy for improving the customer experience, and build a cross-functional understanding of the customer.

Our approach

At  KMsoft, we have implemented a customer-centric approach as we are passionate about helping our clients achieve their objectives. As a trusted partner, we always go the extra mile to ensure our clients receive the highest level of service.

From initial project requirements through to bespoke solution development, our team of experienced software development experts are on hand to answer any questions and to ensure that our clients’ projects progress as efficiently as possible through the various stages.

Our strategy centres around working closely with our clients to tailor our solutions to their specific requirements. We care about our customers’ organisations – that’s why we strive to become part of their extended team to facilitate information exchange and avoid misunderstandings.

The best testament to our approach is the number of satisfied customers we have acquired over the years, many of whom rely on us to continue to provide inventory management and barcode tracking solutions to meet their growing needs.

Our GS1 approved solution, StockAssist Industrial, offers a streamlined approach to managing inventory, helping you to improve efficiencies, productivity, and stock traceability across all storage locations.

Find out more about our solutions here, or get in touch to book a demo.


Recent Posts