2017 Yearly Overview | Prysmian Group

CUSTOMER CENTRICITY: OUR KEY TO SUCCESS PRYSMIAN GROUP 2017 YEARLY OVERVIEW Prysmian Group has perfected its approach to the market by always placing the customer at the centre of every strategic, organisational and business decision. The efforts made to analyse their expectations and how these change over time allows us to develop organisational and operational models that translate into rapid, efficient and targeted responses to the markets concerned. Pivotal to this approach is the ability to understand early and satisfy the needs of the customer. This requires constant attention at all stages – from product design to delivery – with performance measured against predetermined and agreed parameters. We develop solutions that meet specific standards and satisfy the precise requirements of an individual customer, in order to serve very different segments and markets thanks to a matrix organisational structure. Within the scope of customer satisfaction, Prysmian intends to act as a reference partner for its customers, leveraging tools such as surveys and one-on-one interviews. So, we intend to equip ourselves with an internal tool that will allow customers, especially distributors, to provide all details and technical and commercial specifications of products – such as functionality features, images, videos and demos – for creating visibility on online sales channels. Over the years, the Group has developed organisational and operational models that translate into rapid, efficient and targeted responses to the markets concerned. Pivotal to this approach is our ‘customer centricity’, which is the ability to understand and satisfy the needs of customers early. BECOMING EVER-CLOSER TO CLIENTS The operational phase of the project will start in January 2018 with Holland as our pilot country. Other European countries will follow in the tool’s implementation, which, according to estimates, will cover at least all European products within three years. For many years we’ve performed specific surveys to measure the level of customer satisfaction. Until 2015, these surveyswere carried out by a market research agency using standardised questionnaires completed by telephone interviews with the managers of major customers in the purchasing, logistics and technical sectors. The surveys were conducted every two years, most recently in 2014/2015, and, over time, have involved approximately 900 customers in the Trade & Installers sector across 15 countries.