Technological Innovation in Supply Chain Management can Lead to Robust and Optimal Customer Service Delivery

As experience becomes even more critical to business success, the supply chain will become the new battleground for competitive advantage and profit.

Companies that fail to see the seismic shift taking place in the supply chain will find themselves left behind. Those who are able to transform their supply chains into experienced delivery systems will become the new market leaders, while those that fail to do so will find themselves relegated to the also-ran category.

The relationship between innovation, customer service, and supply chain performance has grown increasingly complex in the last few decades. Companies rely on innovation to sustain their brand, increase their revenue, and create value for customers. Yet, the last few years have shown how difficult it is for major companies to sustain their competitive position.

 Change is never easy, but for businesses that are willing to embrace the opportunities presented by the supply chain, the payoff can be substantial. Companies that fail to evolve, however, will find their growth prospects limited.

The supply chain is no longer linear. It is complex, fragmented, and disjointed, with decisions being made at many levels, from suppliers to customers, and from suppliers to suppliers. Technology is now helping to stitch together those various supply chains into a seamless experience. Technology is also making it easier to provide personalized services, and to connect consumers to content, communities, and experts, all on their mobile devices.