2014 Global SRM Research Report - Customer of choice

Introduction

STATE OF FLUX

2014 GLOBAL SRM RESEARCH REPORT

TTTTTTTTTU INTRODUCTION

Welcome to the State of Flux 2014 Global SRM Research Report – The Journey to Customer of Choice.

We chose to focus this year’s report on the journey to customer of choice because it reflects how this topic has emerged and is increasingly recognised as an integral part of SRM, and indeed a desired outcome for key supplier relationships. We have also created a special feature on how luxury brands, arguably experts at achieving customer loyalty, manage their suppliers. Read on to find out whether they put as much effort into their supplier experience as they do managing the customer experience. We have gathered feedback, analysed and commented on key aspects of SRM from over 500 companies. Alongside the research and analysis, we are happy to share a range of thought provoking cases studies and articles. We hope you will find these not only interesting and insightful, but also helpful and easy to put into practice.

In this year’s report, we continue to analyse and comment on developments and trends in SRM using our six pillars of SRM model. Since we started this research in 2009, we have seen steady and sustained progress achieved in the development and implementation of SRM strategies. This progress has been achieved against a very challenging economic background. As we now begin to experience a return to growth, the value of SRM takes on new significance. Increased demand always represents both an opportunity and a challenge, and this year’s report is intended to provide insight into how SRM manages both of these equally.

Our focus is to look at how companies are approaching activities aligned to SRM, defined as:

A discipline of working collaboratively with suppliers that are vital to the success of the organisation, to build trust and maximise the mutual value of those relationships. However, this definition as always must be considered within the wider context of good practice supplier management, including category management, strategic sourcing, risk management, contract and performance management.