Page 77 - Tata Steel One Report 2024-Eng-Ebook HY

Business Operation and Performance Driving Business Towards Sustainability Corporate Governance Policy Financial Statements Attachments
Customer Satisfaction Listening to Current Customers
The Company’s customers are segmented by product, industry, customer type and location, allowing us to establish tailored guidelines for listening and responding to the diverse needs of each group. There are many activities conducted to listen to the voice of customers such as customer visit by sales representatives and management, plant visit, cross functional team to visit customer, market development team to visit influencers, use of various marketing activities and marketing communication tools. The Customer Visit Report is an important tool to capture the main information from customer visits by Sales Representatives to improve and develop the system to meet the needs of customers immediately. The Company has also adopted online technology to reach customers according to hybrid working such as online seminars and online meetings with customers. In addition, social networks and websites are essential tools to listen to customers. Sales Representatives mostly use Line Application and e-mail in addition to normal phone calls to contact, listen to customer feedback and solve their issues promptly.
Retain
• Customer Visit • Plant Visit
• Claim And Complaint
• Cross Functional Meeting • Customer Satisfaction
Survey
• Special Event
• Visit Customer By
Management
• Marketing Communication
Develop
• Customer Visit
• Technical Meeting
• Cross Functional Meeting
Listening to Potential Customers
Build
• Customer Visit
• Technical Meeting
• Market Development • Plant Visit
Apart from listening to current customers, the Company has extended to listening to potential customers by dividing and prioritizing each customer group to analyze related issues and broaden response to customer needs. The Company communicates with potential customers by using a 2-way communication platform; visit and calling, site visit, plant visit, and marketing activity.
Manage
• Customer Visit
• Plant Visit
• Claim and Complaint
• Cross Functional Meeting
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