Customer segmentation, and building a customer-centric supply chain, is a popular topic at conferences. When I sit through sessions on building a customer-centric supply chain, I am looking for case studies on how companies have applied the concepts to drive greater value. The words from the speakers sound good. The audience interest is high. However, I usually leave the room disappointed. How come? The explanations are vague and largely not implementable. “Chin music,” I mutter, as I hear hollow words without concrete advise. To help, and to start a more meaningful dialogue, in this blog, I share my thoughts on building a customer-centric supply chain organization.