As procurement functions shift towards being a strategic business partner for internal stakeholders, it’s important to ensure that procurement is an approachable business unit which provides real value. Ultimately, the level of approachability is determined by the procurement customer experience delivered by the function.
With 86% of consumers willing to pay more for outstanding customer service, it stands to reason that if procurement functions are able to deliver a fantastic customer experience when dealing with stakeholders, they will be able to engage with them more effectively. To provide you with tools you need to understand, implement and deliver a great customer experience to your stakeholders, we have recently released our whitepaper “Unlocking Better Business Outcomes with Procurement Customer Experience (PCX)”. It provides key information on PCX and it’s key customer groups, discusses the value in putting these customer groups first and outlines the impact of the benefits which PCX can deliver.
