TECH BUYER Jan 2020 - IDC PlanScape - Doc # US45940420

IDC PlanScape: Supply Chain Transformation to Power the New Age of Brand Loyalty

By: Leslie HandVice President, IDC Retail Insights

Abstract

This IDC PlanScape outlines the importance of developing a "thinking supply chain" to capture and retain customer loyalty. It describes how supply chain ecosystems must collaborate and accelerate decisions based on a trusted, secure, and intelligent relationship where all parties jointly understand and fulfill demand. This enables retailers to increase efficiency and become a preferred brand for customers.

"Brands must develop new types of agreements, metrics, decision-making criteria, and systems to work together to accelerate decision making, improve supply chain execution, and ultimately drive loyalty," states Leslie Hand, GVP, IDC Retail Insights. "IDC thinks about this in terms of the 'thinking supply chain' where there is a culture of sharing and trust throughout the supply ecosystem and a singular focus on best serving customers." She emphasizes that "customer experience and loyalty hinge on being able to exceed shopping and fulfillment expectations and simply cannot be done without removing the latency in decision processes and collaborating with joint success metrics in mind. IDC likes to refer to this as driving empathic relationships at scale — with both the consumer and partner."


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