Smarter Commerce is redefining the value chain in the age of the customer. It starts with putting the customer at the center of your operations – which of itself is not a new idea – however, truly operationalizing this strategy is not easy. It requires synchronizing your entire value chain to deliver consistent and predictable outcomes and necessitates improved collaboration and visibility for your customers and partners.

IBM Global Business Services, through the IBM Institute for Business Value, develops fact-based strategic insights for senior executives around critical public and private sector issues. This executive report is based on an in-depth study by the Institute’s research team. It is part of an ongoing commitment by IBM Global Business Services to provide analysis and viewpoints that help companies realize business value.