SOURCE: Gartner LinkedIn post (August 19, 2025)
Here is the estimated current state of companies leveraging procurement and supply chain data intelligence for customer service, though specific percentages are limited in the available research. (NOTE: This is a RAM 2025 Model 5, Level 1 Assessment. There are a total of 6 Models and 5 Levels.)
Current State: The Data Intelligence Gap
Key Statistics:
83% of companies now place customer-experience enhancement at the center of their digital business strategy for supply chains Supply Chain Statistics — 70 Key Figures of 2025, according to Gartner research. However, this represents aspiration rather than execution.
Only 27% of companies believe they offer superior service A new era for procurement: Value creation across the supply chain and truly focus on improving customer experience through their supply chain operations.
The Maturity Gap:
While companies are investing heavily in data capabilities, most are still in early stages of customer-facing applications:
The Reality vs. Aspiration:
Most companies are still focused internally rather than externally:
Best Estimate:
Based on the available data, approximately 15-25% of companies effectively leverage procurement and supply chain data intelligence to directly enhance customer service. This estimate is derived from:
- The 27% who believe they offer superior service
- Minus those who achieve this through non-data-driven means
- Cross-referenced with the 43% visibility threshold and actual AI deployment rates
The Path Forward:
The research suggests that while 83% have customer experience as a strategic priority Supply Chain Statistics — 70 Key Figures of 2025, the actual execution remains limited. Companies that do succeed are seeing significant benefits, with potential to increase their pipeline of value creation initiatives by up to 200% Revolutionizing procurement: Leveraging data and AI for strategic advantage when data is properly leveraged.
The gap represents a significant competitive opportunity for organizations that can successfully bridge procurement/supply chain intelligence with customer-facing operations.
The Root Problem: Execution vs. Aspiration Gap
While 83% of companies place customer-experience enhancement at the center of their digital business strategy for supply chains Supply Chain Statistics — 70 Key Figures of 2025, the execution falls short because companies are trying to build customer-facing capabilities on top of fragmented, internally-focused systems and processes.
The most critical limitation is that organizations are attempting to layer customer experience improvements onto existing procurement and supply chain operations rather than fundamentally redesigning these functions with customer outcomes as the primary objective.
This explains why only an estimated 15-25% of companies successfully leverage their procurement and supply chain data intelligence for customer service, despite widespread recognition of its importance.
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Procurement Insights
What percentage of companies effectively leverage the data intelligence from their procurement and supply chain operations to better serve their end customers?
Posted on August 19, 2025
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SOURCE: Gartner LinkedIn post (August 19, 2025)
Here is the estimated current state of companies leveraging procurement and supply chain data intelligence for customer service, though specific percentages are limited in the available research. (NOTE: This is a RAM 2025 Model 5, Level 1 Assessment. There are a total of 6 Models and 5 Levels.)
Current State: The Data Intelligence Gap
Key Statistics:
83% of companies now place customer-experience enhancement at the center of their digital business strategy for supply chains Supply Chain Statistics — 70 Key Figures of 2025, according to Gartner research. However, this represents aspiration rather than execution.
Only 27% of companies believe they offer superior service A new era for procurement: Value creation across the supply chain and truly focus on improving customer experience through their supply chain operations.
The Maturity Gap:
While companies are investing heavily in data capabilities, most are still in early stages of customer-facing applications:
The Reality vs. Aspiration:
Most companies are still focused internally rather than externally:
Best Estimate:
Based on the available data, approximately 15-25% of companies effectively leverage procurement and supply chain data intelligence to directly enhance customer service. This estimate is derived from:
The Path Forward:
The research suggests that while 83% have customer experience as a strategic priority Supply Chain Statistics — 70 Key Figures of 2025, the actual execution remains limited. Companies that do succeed are seeing significant benefits, with potential to increase their pipeline of value creation initiatives by up to 200% Revolutionizing procurement: Leveraging data and AI for strategic advantage when data is properly leveraged.
The gap represents a significant competitive opportunity for organizations that can successfully bridge procurement/supply chain intelligence with customer-facing operations.
The Root Problem: Execution vs. Aspiration Gap
While 83% of companies place customer-experience enhancement at the center of their digital business strategy for supply chains Supply Chain Statistics — 70 Key Figures of 2025, the execution falls short because companies are trying to build customer-facing capabilities on top of fragmented, internally-focused systems and processes.
The most critical limitation is that organizations are attempting to layer customer experience improvements onto existing procurement and supply chain operations rather than fundamentally redesigning these functions with customer outcomes as the primary objective.
This explains why only an estimated 15-25% of companies successfully leverage their procurement and supply chain data intelligence for customer service, despite widespread recognition of its importance.
30
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