LIBERTY GLOBAL
Martin is humble enough to admit that , at the beginning of the process , there was scepticism and ‘ raised eyebrows ’ about the project and the impact it could have . He welcomed the challenge and knew a laser focus on customer-centricity would help win over any doubters .
This required a fundamental change in culture and approach to customer service .
“ When my team walks through your door , they ’ re going to put the customer cap on ,” explains Martin . “ They may get paid by Liberty Global , but actually all they ’ re going to think about is you as a customer .”
This significant change in mindset had to run like a watermark through the service – and customers are benefitting from the continuity .
“ We went through a restructure where we took what was predominantly an internal-focused procurement function and we turned it into a customerfocused procurement team focusing purely on sourcing ,” he says .
This approach also included taking category management specialists and putting them into one team , so as to act as consultants as you would see in a managed service . Meanwhile , a delivery function divided by customer means they get to work with the same groups of experts regularly , with the two disciplines working together in tandem .
This is pulled together by an account director , who can focus on the performance of an account .
“ Their job is to focus on the account , the profitability of the account , how the
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