At PNO, all customers get a dedicated Account Manager responsible for the customer accounts. Customers only have one point of contact, which strengthens the relationship and collaboration. Peter Lundgren, Account Manager in Sweden, shares his view on the importance of having committed Account Managers.
What’s your day-to-day role and responsibility as an Account Manager working for PNO?
A big part of my job is to support our existing customers. It requires a lot of meetings, phone calls, and emails. I also work with new and potential customers, but that’s an entirely different process from the tasks I do with the existing customers – both work processes are exciting yet challenging. The existing customers know PNO, know how we work, and know all our names. We don’t have to sell PNO to them. Instead, we’re concentrating on keeping a good collaboration and relationship. When we meet new customers, it’s about selling PNO as a company, focusing on building a good relationship.
“I believe in long-term solutions and collaborations, and I know that if the customer succeeds, we will do the same.”
How do you make a difference for the accounts that you’re managing?
I build a great deal of trust by always being there for my customers. I believe in long-term solutions and collaborations, and I know that if the customer succeeds, we will do the same. That approach works well for me. My absolute strength is that I listen to my customers, and together we come up with the best solutions.
In your opinion, why is it essential that PNO’s customers have one selected dedicated Account Manager?
It’s about simplicity. It’s an advantage for PNO that we work closely together. The customer notices the collaboration between departments. They know that they can always contact us with questions and promptly receive an answer, which provides great security for the customers.
“You want it to work, and you will do everything you can to make it work.”
What difference does it make for PNO’s customers to only have one point of contact?
From a customer perspective, it’s about simplicity and reliability. The customer always knows who to contact when they have doubts. As a responsible salesperson, you have the overall responsibility for the customers. You want it to work, and you will do everything you can to make it work.
Do you have a good customer story to share with us?
There are many! But the best feeling is when you see the customer is relieved to have received the help and support they expect from PNO. Many customers see PNO as experts in trailers, so they expect professional service from us.
I’m responsible for an account that we, at some point, lost, but I continued to keep the dialogue with the customer, and I made sure to visit when I was in the area. I knew nothing would happen the next three years, but today they’re a 100% satisfied PNO customer again. The collaboration has since continued to develop, and our trailers are now available in several departments within the company.