ALPHABET has signed up Craig Grant to head account management as part of a wider, new strategic approach to customer relationship management.
Grant joins from the RAC where he had been for nine years, leading account management teams in both the vehicle manufacturer and leasing sectors, culminating in the role of business development director.
Previously, Craig Grant held similar roles at The AA and started his career as an electronic engineer with the Royal Air Force. Grant‘s role reports to Deborah Jenkins, general manager for customer relationship management.
Grant commented: “I feel that I’ve joined Alphabet at a really exciting time. We have a great portfolio of products and services; there is a great vibe in the business, as well as a genuine appetite to show what we can do for our customers and the additional value that we can bring.
“Over the past five years the business has grown hugely in terms of our customer base, our people, and the number of vehicles we manage.
“Now is the time for Alphabet’s next stage of development and I’m pleased to be a part of it, leading the account management team in the proactive engagement with our customers, making sure that we deliver on our promises.”
The appointment of Craig Grant is part of a wider reorganisation within Alphabet to move away from an outdated model of account management based on one account manager looking after a number of diverse accounts both operationally and strategically.
Alphabet’s new model of customer relationship management is structured around two contacts of equivalent standing for each customer – an account manager responsible for customer strategy and development, as well as a service manager who provides proactive service improvements.
As part of this new structure Holly Smith becomes head of service management and Bernadette Maguire becomes head of corporate partnerships.
Deborah Jenkins said: “We’re delighted to announce that Craig has joined the team. His appointment is an important one for the business and our customers.
Radical shift in managing customer needs
“It is part of a radical shift in how we manage our customers’ needs – both on a day-to-day basis and strategically over the next five years – which further differentiates Alphabet in the market.
“Prospective and existing customers have expressed that with the increasing levels of complexity and regulation in the industry, as well as the new opportunities that technology is opening up, they’re looking for a partner who can help shape and drive the mobility agenda forward within their organisations.
“Customers need a business partner equipped to provide longer-term strategic direction, as well as deal effectively with any service challenges.
“Customers’ requirements and developments in mobility have outgrown the traditional approach to account management and so we have spent the past 6-9 months reviewing best practices in customer relationship management from high performing businesses across all industry sectors.
“The result is our new account manager and service manager model on which customer feedback so far has been very supportive and positive.
“At the core of Alphabet’s approach for 2016 and beyond is to put the customer at the heart of everything we do. As we look to grow and deepen our customer base, we must focus on offering a compelling service proposition, which adds significant value to our existing and potential customers,” she added.