Growing with the right key customers – thanks to the Center for Industrial Marketing
The systematic handling of important customers benefits the company growth considerably. Furthermore, new potential for other corporate divisions is being created. Thus, this was also the request by the ti&m AG: We should identify control levers for the customer orientation of this fast growing business and optimize the current organization of the key account management.
ti&m AG is an innovative Swiss IT-provider for consulting, integration, customized software, outsourcing and digitalized products in the sectors financial services and IT security. To prevent ti&m, as leader of digitalization and innovation projects in the Swiss market with its currently roughly 190 employees, from growth limits, important customers shall be approached through an efficient system. This includes sensitization of the employees to ensure a trans-sectorial understanding of the applied system. For this purpose, ti&m AG approached the Center for Industrial Marketing for support.
The management of ti&m would like to get support in all parts of Key Account Management. The proven St. Gallen KAM-Modell served as its base. Building upon it, we identified the most important issues of marketing, provided support in the choice and prioritization of key customers and defined ultimately customer-specific service packages. These insights built the base for the systematic training opportunities of the responsible employees. In two-day modular trainings, the employees have been familiarized with the St. Gallen KAM-concept and trained on its use. Furthermore, the employees had the opportunity to develop their own solution approach for current company issues.
Afterwards, from a chosen key topic, the course participants had to apply a concrete daily issue from which they ultimately derived action fields.
Today, the ti&m AG has a unified understanding of all business divisions of key account management. Customer orientation within the organization could therefore be strengthened and the employees have been sensitized for the needs of key customers. This enables the corporation thus to specifically grow with their strategic customers and to recognize possible risks in customer processing early on.
|Profound discussions with our Key Account Management helped us in recognizing important control levers and to advance in our rapid growth strategically with our key customers.
Thomas Wüst, CEO and Founder