Intelligent Linking of Data
Digitalization has brought fundamental change to consumer purchasing behavior. To focus more sharply on consumers and their needs, collecting data on their behavior, interests and wishes is increasingly important for manufacturers and retailers. For this reason, implementing the customer-specific solution strategies of customer-centric retailing plays a key role at Arvato Supply Chain Solutions. They move consumers to the focus of entrepreneurial activity, increasing their loyalty at the same time.
Companies have never had as much data available as they do today. But most of them do not tap this potential. Intelligently linking data sources and analyzing the information on a situation-specific basis can yield valuable knowledge that manufacturers and retailers can use to react optimally to the developments in the market.
Ultimately, end customers’ increasingly complex expectations and competition that is becoming tougher require them to be more customer-centric than ever before.
B2B companies in particular currently have a lot of ground to make up, as the market research company Lünendonk found out in 2018 in its study "Integrated Digital Customer Experience Services in Germany". While one in two B2C companies surveyed stated that they already had a holistic view of the customer, only 24 percent in the B2B sector consider themselves to be "well" to "very well" positioned. The B2C companies are also further ahead in terms of customer-centric orientation. While 42 percent of them state that they have modern customer interfaces, this figure is only 24 percent for B2B companies.
Traditionally, the point of sale is the key area where companies obtain information about their end customers. However, logistics partners can significantly expand this data pool with information from the entire supply chain. This can include data on production quantities, key figures from inventory and transport management or the development of the number of returns. The more detailed the data a company can use to "decode" its customers, the more accurate and sophisticated its forecasting models will be, which ultimately help to improve the customer experience.
Customer Centric Operating Models
Customer Loyalty as a Data Source
Optimization of the Customer Experience
The “Google of the Supply Chain”