Heart of the Customer maps customer journeys for a wide range of B2B organizations, from healthcare to manufacturing to distribution and more. We’ve found one area of friction common across industries: backorder issues.
Whether mom and pop retail storefronts or global manufacturers, customers with products on backorder face similar situations. Here’s how it generally plays out:
- They take an order from their customer and promise a delivery. Then they find out that the product is on backorder. That puts them in an difficult position. Do they scramble to find a new supplier? Look for an alternate product? Disappoint their customer?