2017 Yearly Overview | Prysmian Group

CUSTOMER CENTRICITY: OUR KEY TO SUCCESS PRYSMIAN GROUP 2017 YEARLY OVERVIEW NEW TOOLS, ENHANCED RELATIONSHIPS In 2016, Prysmian introduced a new customer satisfaction survey system, managed directly by the Department of Customer Centricity at Prysmian HQ via a dedicated web portal. Recently web interviews took place (during the first four months of 2017) through a platform connected to Prysmian’s ‘Sales Force’ CRM. This will allow countries that already use a CRM to access these survey results in their portals directly, monitoring any critical situations and guaranteeing an ever-increasing quality in relationships with customers. The Department of Customer Centricity at Prysmian HQ guarantees quantitative and qualitative reporting of the surveys, even for those countries that have not yet activated such a structured CRM system. Thanks to digitalisation, Group divisions already in possession of a customer relationship management (CRM) tool will be allowed to manage feedback from interviews directly, monitoring any critical situations and guaranteeing an ever-increasing quality in our relationships with customers.