Trends Report

Refocus Transportation Management From Cost Control To Customer Experience Differentiator

Transform Transportation To Win, Serve, And Retain Customers

February 27th, 2024
George Lawrie, Vice President, Principal Analyst
George Lawrie Vice President, Principal Analyst
Lauren Cevallos, Analyst
Lauren Cevallos Analyst
Emily Pfeiffer, Principal Analyst
Emily Pfeiffer Principal Analyst
Biswajeet Mahapatra, Principal Analyst
Biswajeet Mahapatra Principal Analyst
With contributors:
Fiona Swerdlow , Delilah Gonzalez

Summary

Customers’ rising expectations about realistic delivery dates and shipping costs mean that enterprises must harness modern technologies to refocus transportation management from cost orientation to a balance of customer service, cost, and sustainability. But first they must map their logistics use cases to their existing application portfolio and build a business case for improvement around their colleagues’ main pain points. This report provides a framework for digital business leaders to prepare a logistics modernization plan in anticipation of Forrester’s modern transportation management Landscape report.

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