Customer & Market Focus
We strive to understand our customers and remain close to them. We need to know their full range of needs in order to develop innovative and unique solutions for them. Whether our role is customer facing or in support, we must look for opportunities to better serve our customers.
What is our goal?
Amcor strives for the best alignment with our customers and their markets.
We achieve our goal by having the best portfolio, processes and talent
In order to achieve our ‘Customer and Market Focus’ goal, Amcor has the following approach:
Positioning our businesses with the best market opportunities – Starting with our “Way Forward” programme in 2004, Amcor has embarked on program to sell under-performing asset and invest or acquire businesses in profitable and growing markets – this exercise was part of our “fix, close, sell” effort. Through The Way Forward, we were able to generate A$1.25 billion free cash flow through sales of non-performing businesses and reinvest A$430 million in our growth segments.
Innovating to support our customers and expand markets - Amcor has had a long standing commitment to innovation and assisting our customers in growing their business. Our Product Leadership & Innovation (PL&I) programme has encouraged the Amcor businesses to invest in innovation and focus on closer partnerships with our customers. More recently, the Amcor Sustainability programme has reinforced this customer-back innovation through tools, education and practices which have pushed Amcor to develop innovative ways to help our customer reduce their carbon footprint and be better corporate citizens.
Developing world-class commercial practices to deliver Value … Plus – At Amcor, we believe that commercial practices are an entire company effort involving functions beyond sales and marketing, and including finance, HR and our operations. Our Value Plus programme has defined a number of tools, training and practices to improve our co-workers engagement and competencies, focus Amcor on delivering value to our customers and deliver profitable results to the company. The vision of Value Plus is Commercial Excellence, defined as "skilled and engaged employees who deliver superior value to customers and consumers earning sustainable and profitable growth".
The key elements of the Value Plus program are:
- Profit Margin Database (PMDB) tool which finance refreshes monthly to provide insight to the sales force and marketing designed to highlight where we have unprofitable business.
- Saleforce.com (SFDC) tool which the sales and marketing teams use to house their account plans, leads, visit reports and actions to improve their planning,communication and report their progress towards their annual goals
- Talent development through more aspirational role descriptions, standardized training for Sales Managers, Key Accounts and Salesforce Effectiveness, and a Commercial Leadership Development Program (CLDP) to develop future commercial leaders
- Voice of the Customer (VOC) which is universally used to gauge our customer opinion of Amcor and to seek opportunities to improve or add value for the customers
- Targeted advanced capabilities in segmentation and value pricing/selling in areas where Amcor is truly unique and can add significant value to customers.
Organisational structure – Our portfolio management efforts are managed by the Strategy function and review through the annual Business Group Strategy Reviews, the innovation and sustainability efforts are embedded in the individual Amcor businesses with some coordination from headoffice, and our Value Plus program is managed by the Sales and Marketing Leadership Committee (SMLC) and is operated by the Value Plus Champions (VPC), both groups include members from each business and a coordinator from headoffice.
