1.2 Company profile Sustainable growth through digital Customer Impact transformation At Siemens we rely on a mature Key Account Management The COVID-19 pandemic has rapidly accelerated digitalization. approach to systematically structure and drive our Key Cus- New business models are emerging, and the importance of tomer relationships company-wide. While all our customers collaborative partnerships within ecosystems is increasing, are served by the general Sales organization, Key Customers especially in the context of sustainability challenges that are also managed through our Key Account Management cannot be solved unilaterally. We need to achieve more, and approach. we need to do it sustainably while consuming fewer resources. We can do this by increasing our efficiency with Over and above our basic sales approach, Siemens’ primary the help of new technologies and by working in ecosystems principles for successful Key Account Management are a with new business models to keep resources in circulation. special understanding of our customers’ technology and vertical markets along with the collaboration among all Combining the real and digital worlds represents a major customer-facing parties – across functional, organizational, leap forward for Siemens and our customers as well as for and regional boundaries (“go-to-market” approach). industries, planet, and society. This will help shape a world where intelligent manufacturing, smart energy systems, Our harmonized Key Account Management process enables smart buildings, and connected mobility can make our infra- us to act as one company and serve our customers in a structure more sustainable and our lives easier. global, sustainably coordinated approach. Technology is driving sustainability, and the digital transfor- mation is also essential to accelerating sustainability. To speed up our customers’ digital transformation and increase their value added, we have created Siemens Xcelerator, an open digital business platform. It is intended to accelerate Key Account Management – A holistic digital transformation (easier, faster, and at scale). It com- approach to meeting customer needs prises three fundamental elements: 1. A curated modular portfolio of IoT-enabled hardware, Systematically measuring and improving software, and digital services from Siemens and certified customer satisfaction partners based on standard application programming We use the Net Promoter Score (NPS) every year to measure interfaces (APIs) customer satisfaction, and by extension, the quality of our 2. An ever-growing open ecosystem of partners partnerships. Management compensation at Siemens also 3. An evolving marketplace that enables customers, partners, includes a component that is based on customer satisfaction. and developers to explore, teach, and exchange digital This component incorporates long-term performance incen- solutions. tives using ESG criteria and is defined under Governance in our DEGREE sustainability framework. The assessment is The platform is constantly growing and provides many market- based on the internal ESG/Sustainability index, which 2 3 tested solutions that enable customers to easily begin their includes the Net Promoter Score , among others. sustainability projects. These projects can include managing SUSTAINABILITY GOVERNANCE AND ORGANIZATION energy efficiency, integrating renewable energies, and saving resources. Siemens Xcelerator provides cybersecurity standards at every level to reduce risks for customers. 2 Assessment based on the Siemens internal ESG/sustainability index, which is based on customer satisfaction (Net Promoter Score), CO reduction, and digital learning hours. 2 3 Siemens without SHS. SIEMENS SUSTAINABILITY REPORT 2023 12