A LinkedIn discussion explored where midsize businesses should focus their budgets—on fixing supplier issues or enhancing customer experiences—as companies face increased order volumes and aging systems. Survey results showed a split between prioritizing supply chain improvements and customer experience, with many suggesting a dual focus for optimal outcomes. IBM Smarter Commerce offers solutions to streamline both supplier and sales processes while adapting to customer needs.

1. Focus on fixing supplier
issues or on supporting
the sales process:
Which would you choose?
See what members of our LinkedIn group for midsize businesses said.
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2. IBM wanted to know
where midsize businesses
would focus their budgets.
So we asked them.
Here’s a recap of our recent LinkedIn discussion.
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3. The Scenario:
You’re the CEO of a growing midsize
manufacturer dealing with a
growing order volume.
You go global, adding international
suppliers. But your systems are
10 years old and weren’t built for
the amount of orders and supplier
complexity you face today.
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The Scenario:
You can’t process and ship as
quickly as customers expect. Suppliers
are upset over late payments. Your excess
inventory is growing. You meet with IT
to discuss the issue.
Your budget is limited, so you need
to prioritize where to focus. Which do
you choose?

5. The Scenario:
A. Find ways to make it easier to work
with suppliers by streamlining
paperwork and processes.
B. Focus on improving the customer
experience by innovating ways to
simplify, speed up and support the
sales process.
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6. The results
of our
non-scientific
survey
10chose
customer
experience
45chose
supply
chain
45chose
both/other
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7. of participants
chose finding ways
to make it easier to
work with suppliers.
45 “Improving the
operational
aspects of the
supply chain
always has
positive effects
on the customer
experience.”
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8. of participants
chose finding ways
to make it easier to
work with suppliers.
45 “You don’t have
customers if you
can’t properly
manage your
supply chain
to ensure timely
delivery and
efficiency.”
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9. chose improving
the customer
experience.
10
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“Customers
want to start the
order process
in one channel,
then continue
in another—or
more than one—
and you must
be prepared to
respond.”

10. chose improving
the customer
experience.
10
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“Stay on
the floor
and fix
what is
wrong.”

11. said they need
to focus on both
or chose “other.”
45
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“I think it would
be important
to focus on
two projects
simultaneously.”

12. said they need
to focus on both,
or chose “other.”
45
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“You need to study
your customer
requirements or
you run the risk of
‘optimizing’ a supply
chain which could…
be redundant,
irrelevant or out of
sync with the needs
and wants of the
market that feeds it.”

13. No matter which
answer you choose,
there’s one solution.
IBM Smarter Commerce™
.
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14. IBM Smarter Commerce
can help you find the keys to
success that are hidden in
your organization, as well as:
Optimize both supplier and sales processes
Anticipate customer behavior
Drive intelligent, adaptive supply chains
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15. Read the Aberdeen Group white paper and learn more
about how to improve your supply chain processes.
Read the IBM white paper and learn more about
how to improve the customer experience.
IBM Smarter Commerce can
help you get started, no matter
which direction you choose.
Join the
conversation. Follow us.Like us.
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