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The best partner for their customers With its "Champion 3C" strategy the Liechtenstein-based premium supplier for power tools and fastening systems Hilti has created marketing impact resulting in consistent profitable growth. The company announced earlier this year that annual sales have risen by 11.5 percent to $1.8 billion, while profits have jumped 14.8 percent to $217 million. Considering that worldwide construction volume relevant to Hilti increased only 3 percent in the same period, the company has comfortably exceeded the industry's general development trend. Hilti's mission is simple and clear. Dr. Pius Baschera, CEO of the Hilti Group explains: "We want to be our customers" best partner. Based on this mission statement we developed Champion 3C. This straightforward strategy is lived by the 14,000 members of the Hilti team every day. Considering that we are active in over 120 markets world wide, that's a great team achievement."
Raising sales is only part of the sales force's tasks. It also plays a key role in increasing the company's understanding of customers' core needs. In an effort to contribute to customer productivity, the 100,000 direct customer contacts that the Hilti sales force maintains every day are a treasure trove of answers to vital questions. Customers' requirements are continuously fed back to the research, development and marketing departments where they fuel Hilti's innovations engine everyday. In-depth knowledge about customer needs is letting Hilti fund its innovations with yearly R&D investments of close to $82 million. The result is a pipeline full of new quality products. One such new product is DDEC1. Hilti was aware that customers needed a faster, lighter and cleaner diamond-coring tool to cut through concrete. It consequently developed a hand-held tool that drills up to twice as fast as other currently available machines. In addition to higher speed, cooling water is automatically supplied to the core bit. A water recycling unit extracts the drilling slurry in a wide range of drilling positions and filters the water before returning it to the closed circuit-system for continued re-use. DDEC1 has been on European markets since the beginning of the year and was successfully introduced into the Japanese market in February. Being the customer's best partner is "simple in theory and difficult in practice," comments Baschera. "We at Hilti put all our efforts to live up to this mission every day."
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Ricola www.ricola.ch Hilti www.hilti.co.jp  |
Partnership with customers has become the keystone of Dr. Pius Baschera's growth strategy.