03/18/2015, 03:00 PM CET

DHL wins two 2015 SAMA Excellence Awards™

DHL Customer Solutions & Innovation honored for "customer-centric approach and innovation" and "use of business technologies".

The winner of both awards was DHL's global account management and innovation unit, Customer Solutions & Innovation (DHL CSI).

  • DHL Customer Solutions & Innovation honored for "customer-centric approach and innovation" and "use of business technologies"

Bonn - DHL has been awarded with the 2015 SAMA Excellence AwardsTM for "Systematic enterprise methodology to enable customer-driven innovation" and for "Use of business and/or social technologies to optimize the discovery and sharing of customer issues and insights." The prizes were awarded by the Strategic Account Management Association (SAMA), a leading global non-profit association focused solely on helping to establish strategic, key and global account management as a separate profession. The winner of both awards was DHL's global account management and innovation unit, Customer Solutions & Innovation (DHL CSI).

"We are honored to be awarded by the Strategic Account Management Association in the organizational level category", Bill Meahl, Chief Commercial Officer DHL commented. "We are proud of DHL CSI improving the cross-business unit work with top customers by providing innovative solutions and a single point of contact at both global and regional level. The positive results of the awarded innovations underscore our role as thought leader in the logistics industry." 

Customer-centric innovation approach

The award for "Systematic enterprise methodology to enable customer-driven innovation" recognizes DHL's new customer-centric innovation approach: Introduced to strategic accounts in 2012, it helps to better understand customer needs and to drive innovative leadership by engaging customers in a collaborative strategic dialog. Since then, the program has achieved a broad spectrum of co-defined and co-developed innovations from DHL, its customers and partners in research and industry. The new methodology of DHL CSI contributes to business growth by improving operational efficiency and discovering new mid- and long-term opportunities as well as strengthens relationships to C-level decision makers in a shared long-term journey for innovation. Thus, DHL CSI raised Deutsche Post DHL Group's image and reputation as a strategic business partner and thought leader in innovation in the logistics industry.

The award for "Use of business and/or social technologies to optimize the discovery and sharing of customer issues and insights" has been given to DHL CSI for implementing a new business technology platform within the Deutsche Post DHL Group. The platform combines a customer relationship management solution and a Business Intelligence suite for analysis and data processing. It provides a true one stop shop that drives the effectiveness and efficiency of account management and sharing of customer insights. Since its rollout, DHL CSI recognized high levels of user satisfaction and adoption of the technology with customer information being more efficiently accessed and shared by account management teams.

The SAMA Excellence AwardsTM honor companies each year for best-in-class practices in the area of strategic account management. "DHL is an extremely customer-driven organization, and the creation of DHL Customer Solutions & Innovation is an impressive demonstration of the fact that it's been totally embedded into the culture," SAMA President and CEO Bernard Quancard said. "I think what is remarkable with DHL is that they have institutionalized customer-driven innovation through the right organization, processes and enabling technology. This puts them at the forefront of strategic account management."

The award was presented at SAMA's Pan-European Conference in Berlin on March 17, 2015. Judges praised DHL's winning entries as "best-in-class" and "a model for others to follow."