Annual Report 2006 - Euromaint

Closeness to
the customer
Major customers have needs that vary greatly from
one instance to the next. understanding the customer
properly requires more than simply understanding the
customer’s business. We also need to understand the
customer’s market if we are to offer the attention and
support we consider to be integral parts of being close
to the customer.
To increase the focus on our key customers, we have introduced
a structure whereby dedicated Key Account Managers, KAMs, are
expressly responsible for monitoring one or two customers’ development,
establishing contacts and acting as door openers.
The KAM represents the entirety of our offering and should be
very familiar with all our relations with the customer. In reality this
is nothing new; we have often worked this way informally with the
customers we know well.
The reason we have now formalised the KAM structure is to clarify
our commitment to customer satisfaction. The KAM’s responsibility
includes leading a group which represents different functions within
EuroMaint Industry. In order to strengthen relations and develop business
opportunities the group produces key ratios and action plans.
The job of a KAM is generally long term in nature, although in
practice it may also require swift action. If the customer has a problem,
it is essential to find a solution fast. If someone at the customer company
is unable to find the right department at EuroMaint Industry, or
vice versa, everyone should know who they can turn to for assistance.
The KAM is our voice with the customer and to an even greater extent
the customer’s voice with us.
From Euromation
to EuroMaint Industry
at the 2006 maintenance fair underhåll in Gothenburg,
the former Euromation was presented under its new
brand name, EuroMaint Industry. The move signified a
conscious choice of path and emphasised a reinforced
identity as a maintenance company.
The new EuroMaint Industry brand strengthens the corporate profile
and communicates added value in a new context for employees and
customers. It symbolises being part of a Group, entailing greater
strength, stability and improved development opportunities for
the company.
Our customers view the change of brand as a positive development
for the company.
The change of brand has been successfully used to communicate
the company’s values – partly through the new customer magazine
Aktuellt, which has become a valuable direct channel to existing and
prospective customers.
The Group-wide website became an important new channel for
presenting our new identity in a broader context.
The sharing of experiences and activities across company borders
will further help strengthen personnel’s sense of affiliation with the
EuroMaint brand.
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