31 Oct 2006
CS&S Australia has appointed "relationship managers" to enable more effective engagement with its key customers. As a result, the business unit's top 150 customers all have someone responsible for managing the company's overall relationship with them.
Jim McDowell, managing director CS&S Australia, said: "This work builds upon an extensive customer mapping exercise and introduction of the TED-Contact Management tool which took place last year as a result of Customer Voice feedback. It will give customers a clear point of contact in the company who they can always call on and improve the co-ordination of customer contact activity." While the initial focus is on managing the relationships with CS&S Australia's top 150 customers, the principles and supporting process and tools are applicable to all levels.
Jim explained: "I'm encouraging all those with customer-facing roles to ensure they are aware of the company's relationship managers and their associated responsibilities. It is important we engage our customers at all levels, in a co-ordinated and effective manner." A site has been created on CS&S Australia's intranet "Atwork" which details customer organisation charts and identifies those customers who have been assigned relationship managers. The site also contains details of responsibilities and supporting tools. "This is an essential step towards consolidating our approach to effective customer engagement," said Jim. "It will underpin our business winning efforts now and in the future."
