Long-term partnerships
One of the main elements of our strategy is to develop long-term partnerships with customers
In order to achieve this, it is important to have the right level of customer relationship – customers see G4S as a strategic partner, a solutions provider and an essential part of their own strategy delivery.
Our objectives and strategy
Our continued investment in sales and business development processes
should:
- Drive growth across the group
- Help fulfil the group’s aim to increase the proportion of our business from larger, more complex contracts
Our approach and progress
Increasing customer partnerships
We aim to develop relationships with certain types of customers, through extending our service provision and becoming critical to them achieving their own organisational goals. If successful, this will result in a greater proportion of long-term contracts that are output based. We measure this relationship development by using tools and software such as Net Promoter Score and salesforce.com.
We analyse various aspects of the service provided, the contractual terms, the strength and duration of the customer relationship and the style of purchasing adopted by our customers. Our goal is for a significant proportion of our customer relationships to be at the strategic partnership level. We have previously estimated this to equate to about 30% of revenues at a total group level.
Managing key global accounts
G4S has created a Global Account Management Programme to address the increasing needs of international companies to ensure quality and consistency of service across multiple markets. This programme has enabled G4S to grow its global accounts base and to win new contracts in key sectors such as oil and gas, technology, aviation, banking, mining, ports, automotive and pharmaceuticals.
Outlook
Global service excellence centres
During 2012, we are creating a number of global service excellence centres to work with G4S country operations to focus on operational efficiences, service standards and development of technology to support service delivery and share best practice across our core service lines of secure solutions, cash solutions and justice services.
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