- Consistent customer orientation is the basis for product development, service, and quality assurance
- 72 awards in the reporting year for customer satisfaction and product quality confirm positive reputation worldwide
Consistent customer orientation
Part of GNFK StartThe Schaeffler Group uses a Global Key Account Management (GKAM) system to shape its customer relationships worldwide according to standardized principles. The GKAM works closely with the regional and divisional sales functions of the Automotive Technologies, Automotive Aftermarket, and Industrial business divisions. The necessary expertise is pooled from the relevant divisions for key customers. All major customers have a dedicated contact person who takes care of all of their concerns according to the “one face to the customer” principle. Customer satisfaction surveys are conducted at regular intervals. The results are reported to and monitored by the Executive Board.
As an additional tool to further control customer relationships, the Schaeffler Group uses “customer relationship management” software, which has displayed system architecture across divisions since 2019.
To communicate with customers, the Schaeffler Group attends international trade and consumer fairs and organizes individual customer events such as the Schaeffler Colloquium. These traditional communication tools have been largely restricted as a result of the coronavirus pandemic. The focus is now on virtual trade fairs and events, digital showrooms, and multimedia trade communication with a growing percentage in social media.Part of GNFK End
Winner of multiple awards
awards for customer satisfaction and product quality
Every year, the Schaeffler Group receives numerous awards for customer satisfaction and product quality from its customers. The company sees this as an indicator of its positive reputation in global markets. In the reporting year, the Schaeffler Group received 72 (prior year: 66) awards.
For example, General Motors, a globally operating US automobile manufacturer, awarded 13 Schaeffler Group plants for outstanding quality performance.