Duncan Avis
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Duncan Avis

Principal, Customer Solutions, KPMG (US)

+1 301-841-5958

Rob Barrett
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Rob Barrett

Principal, Advisory, KPMG (US)

+1 480-459-3535

Todd Cullen
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Todd Cullen

Managing Director, Consumer Insight & Analytics, KPMG (US)

+1 212-954-3728

Sam Ganga
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Sam Ganga

Principal, Procurement & Ops Advisory, KPMG (US)

+1 312-665-1736

Insight

Integrating the supply chain with customer experience

Rethink models for ordering, fulfillment and returns to increase customer lifetime value.

 

Turning browsers into buyers

Integrating the supply chain with customer experience

 

While typically not linked together, customer experience and the supply chain go hand in hand. With the appropriate amount of analytics, cost-related and financial information, and customer demographics and behavior data, businesses can determine their cost to serve and make more informed and profitable decisions about manufacturing and fulfillment.

The walls that have previously existed between departments—IT, supply chain, marketing, procurement, and HR to name a few—are starting to dissolve as organizations begin to develop a holistic view of economic value and the lifetime value of the customer. Supply chain professionals are considering customer lifetime value—traditionally a marketing and advertising metric—to determine their business model, shipment and delivery options, and return policies.

Download our report and listen to our podcast to learn more.

Turning browsers into buyers
Integrate supply chain with customer experience to increase lifetime customer value. Rethink models for ordering, fulfillment and returns.

For more on becoming customer-centric, explore our Customer-first: Real Insights

Related service

Service

KPMG Connected enterprise

Meet customer expectations and enhance profitability by connecting your front, middle office and back offices.
Read more

Related podcast

Event

The supply chain: A critical part of customer experience

KPMG's Avis, Barrett, Cullen, and Ganga talk about how connected enterprises are breaking down the walls that traditionally kept valuable data in silos.
Read more

Is your business customer-centric? Register for our free diagnostic tool to find out.

 

Register for the tool

1. Take the survey

Answer key questions to assess how customer-focused your business is in each of the eight capabilities.

2. View your results

The diagnostic assessment results use charts to show how customer-centric your organization is against industry competitors and market benchmarks

3. Customize and download

Choose which benchmarks you want to appear on your graphical report, download and share.

 

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