APC 1999 Annual Report Download - page 16
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14
“Increasingly, we’re offering service contracts to our customers.
With this new, more comprehensive approach, we’re saying:
‘We’ll help you achieve your main goals for productivity,
operating safety, quality or energy savings.’
These contracts come with financing packages tailored
to each company’s situation.”
One of the targets of the Schneider 2000+
program is to raise the number of very satisfied
customers by 15%.T he reason is simple:
a satisfied customer is a loyal customer,
and thus a major source of growth for our business.
T hroughout Schneider Electric, we are working
to make our operations ever more customer-
focused. Our ultimate aim is to reduce
the percentage of unsatisfied customers to zero.
Tracking market needs
We have set up a feedback system to keep on top
of customer requirements.We also continuously
analyze information collected from our call centers.
Another source of data is the customer forum,
organized as a face-to-face or telephone interview
of a customer panel in a different country each
month. Lastly, to build privileged ties between
our top management and our large accounts,
each member of the Schneider Electric Executive
Committee is now directly in charge of a portfolio
of five major international accounts.
Marcel Torrents
Executive Vice-President,
French Division
A customer-
focused enterprise
A customer-
focused enterprise
A customer-focused enterprise