A lifetime value perspective.
- Leveraging a customer-centric focus.
A wind project spans 20 years and this is why Vestas takes a lifetime perspective when it comes to delivering value to customers.
With over 30 years of experience, Vestas has installed more than 15 GW more than our closest competitor. Vestas has the know-how and the expertise to deliver solid coverage of critical elements across any customer’s value chain – from wind project development to grid operations.
Our relationship with our customers means the world to us. We engage in a positive relationship with our customers through open and honest dialogue and we underscore our efforts by measuring the strength of this relationship. Every year we measure our overall relationship via Customer Relationship Strength Indicator and we have a Customer Loyalty Survey.
The Customer Relationship Strength Indicator
The Customer Relationship Strength Indicator measures our relationship with our customers and is measured through the Customer Loyalty Survey. The survey consist of four indicators:
- Reputation score
- Customer score
- Preferred partner score
- Net promoter score
We are proud to announce that alll indicators have increased from 2011 to 2012; and the collective Customer Relationship Strength Indicator increased from 74 to 77 between from 2011 and 2012.
Customer Loyalty Survey
Since 2007, Vestas has conducted an annual global Customer Loyalty Survey to engage in an active dialogue with customers and to measure and improve how we meet the needs of our customers.
In January 2012, 1,002 customer contacts replied to the annual Customer Loyalty Survey giving Vestas valuable feedback on how to further improve our organization and relationship with our customers. The customers surveyed represent 58% of Vestas’ Order Intake in 2010 and 2011.
Vestas has implemented a feedback process so that immediate improvements are made, based on the survey responses. Customers in the survey are asked to report on areas that can be improved in relation to the cooperation with Vestas.
The suggestions customers make are sent to local issue solvers in our various sales business units. The issue solvers then own the suggetions and are responsible for conduting a follow up with the customer. The suggestions are typed into our customer relationship management system and are flagged as areas where we need to act. Our proactive processes ensure that we always deliver value to our customers and resolve issues as soon as they arise.
In January 2012, 1,002 customer contacts replied to the annual Customer Loyalty Survey giving Vestas valuable feedback on how to further improve our organization and relationship with our customers. The customers surveyed represent 58% of Vestas’ Order Intake in 2010 and 2011.
Vestas has implemented a feedback process so that immediate improvements are made, based on the survey responses. Customers in the survey are asked to report on areas that can be improved in relation to the cooperation with Vestas.
The suggestions customers make are sent to local issue solvers in our various sales business units. The issue solvers then own the suggetions and are responsible for conduting a follow up with the customer. The suggestions are typed into our customer relationship management system and are flagged as areas where we need to act. Our proactive processes ensure that we always deliver value to our customers and resolve issues as soon as they arise.
Customer Relationship management
The Customer Issue Resolution System (CIRS) is our process for handling issues raised by the customer with regards to our solutions and/or services. The CIRS process is supported by Vestas’ Customer Relationship Management system (CRM) and all issues raised are logged into the CRM system, resulting in transparency across relevant issue solvers.
Vestas has deployed the CRM system to Sales, Marketing and Key Account Management. The CRM serves as a global and transparent customer platform, enabling a 360-degree view of our customers and supporting the deployment of aligned customer-facing processes across the organization.
CRM and Vestas Enterprise Resource Planning system (ERP) hold Vestas' master customer base, including customer hierarchies and assets. ERP currently includes services processes to support service issue tracking and resolution. In addition, ERP features Vestas' global "project builder" capabilities, providing detailed design and price calculations while serving as the entry point into order fulfilment in the Production Business Units.
Vestas has deployed the CRM system to Sales, Marketing and Key Account Management. The CRM serves as a global and transparent customer platform, enabling a 360-degree view of our customers and supporting the deployment of aligned customer-facing processes across the organization.
CRM and Vestas Enterprise Resource Planning system (ERP) hold Vestas' master customer base, including customer hierarchies and assets. ERP currently includes services processes to support service issue tracking and resolution. In addition, ERP features Vestas' global "project builder" capabilities, providing detailed design and price calculations while serving as the entry point into order fulfilment in the Production Business Units.
