Logistics is a competitive business. On the surface it seems straightforward –moving something from here to there – but the truth is that in many cases the relative success of a company’s supply chain is a ‘make or break’ proposition. Lean manufacturing has more or less become the standard approach among the world’s largest companies across nearly every sector, which is why many businesses are now turning to logistics providers for ways to help maintain a competitive edge.
This is our specialty within the Customer Solutions & Innovation (CSI) organization at DHL. Since establishing the industry’s first global account management program in 2004, we’ve provided a single point of contact for DHL’s largest customers at a global and regional level as well as driving innovation and sector leadership on behalf of the group. There are many benefits to this arrangement, one of which has been the opportunity to work closely with our customers to develop innovative industry-tailored solutions.
‘Innovation’ is another term that seems simple at first glance, but as we refined our innovation efforts over several years, we realized that the word carries vastly different meanings. For many, it was essential for innovation to be incremental and evolutionary, but there were others who welcomed disruptive innovation. It became clear that we’d need to closely analyze each customer’s needs to satisfy the full range of innovation demands.
Once we came to this realization, we increased our investment in proactive customer engagement and embarked on a more ‘customer-centric’ innovation approach, a direction that has proven quite rewarding for us and, more importantly, our customers. These efforts were even recently recognized on a global stage when we received the 2015 SAMA Excellence Award ™, which honors best-in-class practices in the area of strategic account management, for our ‘customer-centric approach and innovation.’