Sales and procurement sit on opposite sides of the same table, each fairly sure the other is the problem. Everything here is written to close that gap: the buyer's honest view of sales, the seller's view of procurement, and the research behind both.
Insights
Our KPIs Prevent Us From Being Customer-Centric! – Really?
Why customer-centricity fails without bottom-up dialogue — and what it really takes for employees to put customers first.
Procurement evaluates supplier value across, in total, four levers, price is only one of them. Total cost of ownership, risk management, and the benefits a supplier creates to enable sales and growth for the company are the other three levers of equal or even higher importance.
This paper addresses each of these four levers in turn — what they mean to the customer, how procurement evaluates them, and how to address all of them as a supplier in a holistic value proposition that sells. Let’s turn procurement from an alleged price gatekeeper into your value merchant. [...]
Why Customer-Centricity Initiatives Fail — And What to Do Instead
This paper draws on direct customer experience and independent academic research to offer a definition of customer-centricity through the eyes of the customer — what it looks like, from the other side of the table, to work with a supplier that genuinely puts your interests first. That perspective produces a definition that is credible, allowing organizations to derive clear customer-first actions that make sense to all employees, helping to unleash a new customer-centricity mindset that is supported and acted upon by everyone. [...]
