Development Customers: Key Account Managers

Now we are EDF Energy, one company, with one brand, our customers want us to address their needs as a single, united organisation.

Towards the end of 2004, we developed a new approach to managing some of our key customers. We introduced cross-company key account management, a new concept both for Development Branch and for the company.

For the first time, we are facing key customers as a single company, building on the many existing interfaces and identifying how we can create additional value from our relationships with our clients.

As EDF Energy's number one customer, London Underground was the natural first choice to benefit from this new approach. The Development Branch, with the support of the rest of the company, appointed a dedicated Key Account Manager to work with LU and across the whole company, with each of the Branches to focus on our customer's needs and to dentify what we can achieve with LU and potentially those additional services that would be of real value to them.

The Key Account Manager may also act as first point of contact with London Underground to help find a quick resolution to any issues they may have.

This approach has been warmly welcomed by LU and is already demonstrating considerable benefits to both us and to our customer.

Key Account Management represents a new way of working for EDF Energy as an integrated company, and will be rolled out for other key customers.