- VIDEO
Customer-Centric Procurement
October 2025
“Reorientate towards the customer and have them front of mind in everything we do. That will surely improve the impact and presence and role that procurement plays in the business.” ArcBlue’s Andy Ettershank reflects on the need for truly focusing on your customers in procurement.
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Transcript
Andy: It’s very easy to get caught up in policies, processes and procedures, and what we can do can always end up being a bit abstract in, in our ways of working.
Over the last couple of months, I’ve been working with some fantastic clients in the FMCG, quick service restaurants and health sectors.
And what they’ve really reminded me of is the importance of always having the customer front and center in everything that we do.
And that got me thinking, what does that mean to what we do in procurement more generally?
And what can we learn from these sectors?
And there’s a couple of things that come to mind. The first of all is understanding what is that total cost of ownership? What are the impacts upstream and downstream on that customer?
What will be the impact on the customer experience?
Secondly, it’s about thinking about who are your stakeholders, understanding all the people that need to be involved in decision making and ensure that they’re included.
In conclusion, I think we can all take inspiration from these sectors and reorientate towards the customer and have them front of mind in everything we do.
And that’ll surely improve the impact and presence and role that procurement plays in the business.
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