IBMer, Nils-Carsten Huber, Global Business Services, Senior Consultant Strategy & Change
Nils started his career at Hamburg Savings Bank as a Credit Analyst and was promoted in 1998 to Branch Manager. Before coming to IBM in 2003 he was a Strategic Performance Improvement Consultant at Pricewaterhouse Coopers. Nils is now a Senior Consultant at IBM and a member of the GBS key account team for Deutsche Post World Net/DHL/Exel.
The first of our three IBM genes is the IBMer’s dedication to every client’s success. Unfortunately, there are several ‘opportunities’ where you can directly observe how important it is to recognize a departing colleague being our customer in the next moment. Frequently, this former colleague is a decision-maker and his/her decision to take on a new position might be influenced by the perception of being valued, informed and treated with dignity during her/his exit at IBM. In my opinion, “just letting them go” is not appropriate.
In our account team for the worldwide logistics leader, DPWN, we have shared this insight for several years. In any case, we aim to know who is a former IBMer (or one of IBM’s affiliates, acquisitions, etc.) and also our client. We keep an overview in our CRM database. We aim to establish a personal contact between a member of our account team and the alumnus to keep the relationship alive.
For example, once or twice a year we socialise with our alumni clients at a dinner, thus, establishing an “alumni community”. At the dinner, alumni can meet people who share their common history. Moreover, we regularly inform our alumni of developments at IBM and we share insights like the IBM CEO Global Study or the IBM Global Innovation Outlooks.
And it pays to live this philosophy: DPWN has been a GBS client for about 15 years. Over 50 percent of our VIP contacts are alumni. Alumni hold a remarkable portion of our signings; alumni frequently act as advocates in bringing ideas and IBM business to our client, and last but not least, alumni give honest feedback and help us to optimize ourselves in caring for our customer.
Thus, I want to congratulate IBM for the “GreaterIBM” communication programme. It is one more component in the relationship to our alumni and a great opportunity to rebind them to IBM and to show them that we care. I am looking forward to be a part of “GreaterIBM”.