The first phase of Account Management at VTG began in September 2021.
“With Account Management our aim is to implement a new joint Go-To-Market approach with a high level of customer centricity and performance improvement as a key change within VTG Europe. By providing selected customers with a contact person and focused team helping them with all their main concerns and questions we aim to facilitate long-term cooperation in a spirit of partnership” details Frank Bensaid.
This was a major task, as different colleagues from RE and RL were for many years in contact with the same customer.
It started with Viterra, a global agricultural company based in Rotterdam, as a pilot customer.
“End of 2021 we started the Account Management journey with Viterra as the pilot customer. By using the Account Management tools, we quickly got a better understanding of the customer, including business strategy, challenges and contact connections.
The newly formed VTG Core Account Team is continuously working very closely together to achieve the best possible cooperation with a real VTG Europe mindset.
Although the market situation is not easy, several successes have been achieved over the last year. I am very proud to be part of this team and looking forward to the future!”, explains Casper van Hooije, Account Manager of the customer Viterra.
As a basis, a “playbook” with the most important principles, goals and guidelines for account management was developed. This was continuously supplemented and completed in the spring of 2022. In addition, the account management team started with workshops and interviews with pilot customers and employees and further developed the strategy behind Account Management.
Employees were also introduced to the idea of Account Management and its benefits in the Bootcamps that started in November 2021.
Insights into Account Management
Find out more about Account Management here in VIBES:
Phase 2: Roll-out
At the beginning of 2022, the customers BorsodChem and Evonik as well as DB, Inovyn and Dow were added to the Account Management.
In the course of the year, additional customers were provided with Account Managers from VTG, thus gaining further experience.
It was particularly important to provide customers with good support, especially at the beginning, and to obtain their feedback. “Onboarding interviews were conducted with the customers. That way, everyone was on the same page and we knew our customers’ expectations and requirements of the account team,” reports Elif Kaba, who previously managed the Account Management project together with Julius Franke.
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Account Customers
have been built up by VTG since 2021. These are each overseen by an Account Manager and provide VTG with important learnings about customer needs, satisfaction, and expectations.
Where are we today?
In phase 1, Account Management was defined in more detail and strategically built up. This was followed by the roll-out in Phase 2, and now the scaling in Phase 3.
Since summer, more customers, including Exxon, Lyondellbasell and CRH were added.
“Our Account Management approach proved lots of potential and highly positive customers feedback from onboarding to operationalizing, already leading to significant new businesses. Thanks to an holistic approach driven by strategic development potential we have extended the Account Management approach to Tanktainer and VTG UK businesses with customers such as Evonik or CRH” states Frank.
What’s next?
In addition, there is already a “waiting list” for customers from the core business who can be included in Account Management in the future.
In the fall of 2022, the framework conditions were created for the successful operationalization of the project results. So it will finally be transferred to the operational organization in December after project completion and finally continue as a permanent part of VTG in 2023.
“It was a very special journey where it was fun to be actively involved in the entire process – from conceptualization to implementation. It was particularly exciting to observe how the project team, the Account Managers as well as all other participants grew together to a team to jointly drive the Account Management approach. It was precisely this cross-functional collaboration and the commitment of the colleagues that was decisive for the success of account management”
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