The Customer Excellence stream addresses three complementary objectives: customer centricity, distinctive marketing and sales capabilities, and the overall bottom-line impact.
Customer centricity enabled the entire Holcim organization to become more customer oriented in all its activities and to get a deeper understanding of the needs of its customers. This focus allowed for improved value for customers with differentiated products and services and a superior customer experience, as well as capturing more value for Holcim in the form of privileged relationships, premium compensation, and superior brand equity in the industry.
Distinctive marketing and sales capabilities were enhanced in a substantial way across the key commercial levers throughout the Group – from marketing to pricing and margin management, to customer value management and loyalty, to selling and branding. This contributed to strengthening margins, developing the best customer portfolio, and becoming a top-quartile industrial company in the medium and long term.
Despite a challenging market environment particularly in 2013, Customer Excellence laid important groundwork for Holcim, achieving commitment and dedication to the customer on a higher level. As a result, the total contribution amounted to an improvement in operating profit of CHF 414 million by the end of 2014.
Customer Excellence is now firmly implanted in the Group’s culture, serving as a sustainable base for realizing future benefits.