Eaton is successfully identifying and bringing to market new ways to help our customers protect and enhance the environment while also reducing their energy costs. And word is getting around. In industry after industry and region to region, customers are looking to us for solutions that will lessen their environmental footprint, giving them a competitive advantage in the marketplace and in their operations.
Eaton helps customers improve sustainability with our innovative products and solutions, including hybrid powertrains that boost fuel economy and reduce emissions in commercial vehicles; electrical power control systems for the efficient use of power in buildings and homes; hydraulic aircraft systems that reduce weight and save fuel; automotive superchargers for enhanced fuel economy; electrical and hydraulic products for solar power and wind turbine systems; and many more.
Also, we’ve formed a Customer Advisory Board and Customer Relationship Review process to solicit unfiltered feedback about how we can continuously improve our sustainability processes and reporting. Our goal is to integrate “voice of customer” into our sustainability programs.
Customer Advisory Board
Eaton formed a Customer Advisory Board to solicit unfiltered feedback about how we can continuously improve our sustainability processes and reporting. Our goal is to integrate “voice of customer” into our sustainability reporting. We are striving to ensure that our programs and communication efforts are meeting the needs of this important stakeholder group.
In 2009 we interviewed executives from major customers and channel partners. Their feedback has helped us understand what we are doing well, what we can do better, and what sustainability-related performance they will require from us in the future. We are incorporating this feedback into our action plans and reporting efforts. We are also exploring ways to broaden the Board’s scope.
Customer Relationship Reviews
The Customer Relationship Review (CRR) is a face-to-face interview process conducted with decision makers and influencers from key strategic customers. More than 1000 CRR interviews are conducted each year. Eaton often interviews more than one contact at each account to gain a well-rounded view of the customers’ perceptions of our company.
The output of the CRR process is both quantitative and qualitative. An Executive Summary of the results includes key strengths and areas of suggested improvement and is delivered to key leaders within each business. Numerous focused reports are used by employees throughout Eaton. Follow-up action plans are developed and monitored based on CRR input.
Carbon Disclosure Project
As a supplier to thousands of customers worldwide, Eaton responds to customer inquiries about our own sustainability. Using questionnaires based on the Carbon Disclosure Project (CDP) and other internationally respected organizations, we provide data about emissions, our sustainable products and energy efficiency. The information is intended to lead to projects that can improve the overall sustainability performance of both customer and supplier.
In addition to the examples above, we communicate with customers in many other ways, including distributor meetings, customer satisfaction surveys, evaluations, personal selling, and more. The bottom line is to find the right solutions that improve overall sustainability and profitability for Eaton and its customers. For examples of successful collaborations with our customers, please click below.