Introduction of customer management

The aim for this German financial services provider was to improve relations between purchasing department and its internal clients. The solution was the design and implementation of an internal client management system with clearly structured communication processes and tools as well as lines of accountability.


Improvement of relations between the purchasing department and its internal clients via regular communication


Phase 1: Design

  • Identification of target clients
  • Definition of role of client manager (including accountabilities and interfaces)
  • Development of tools for client managers (client cockpits and client protocols)
  • Establishing meeting structures

Phase 2: Implementation

  • Establishing client managers according to leading categories
  • Creation of client cockpits with client managers
  • Piloting client meetings

Key data

  • Duration: 6 months
  • Scope of brief: 50 FTE
  • Sector: German financial services
  • Company size: 14 000 employees


  • Creation and communication of customer matrix (allocation of client managers to clients)
  • Fixing a dedicated purchasing contact for the client ('one face to the customer')
  • Defined tools for standardised procedures and clear goal-setting for client meetings
  • Information about current and future commissions/cooperation via client cockpits and meeting protocols
  • Early involvement of purchasing in purchasing intentions via regular client meetings


  • Development of a client management methodology for purchasing
  • Improvement of client relations by client manager and regular client meetings
  • Realization of savings through early involvement in the procurement process


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STÖHR FAKTOR Unternehmensberatung GmbH
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