Key Account Programme
In 2006, following feedback from occupiers, we identified 85 particularly important customer relationships and established a Key Account Programme
Our senior management was assigned responsibility for these key relationships and are maintaining a regular dialogue with people at each of their key accounts, both through formal meetings and informal discussions. All occupiers were sent details of their key contacts at British Land Head Office and invited to contact them directly with queries or comments.
By encouraging dialogue we are improving our understanding of our occupiers’ changing business needs so that we can support them more effectively. Results from this programme include piloting new out of town retail formats with Stylo Barratt, and negotiating with two occupiers at Broadgate the surrender of 5,500 square metres to enable expansion by UBS. This is good for our occupiers and good for our business.
A review of key accounts takes place each quarter.
Communicating with key accounts
We are sending communications to all our occupiers more frequently, such as this information pack containing information about key contacts.
In 2005 our occupiers said....
“Their people need to build relationships with their customers.”
In 2007 our occupiers said....
“Our relationship has improved. They've made an effort to be more approachable and open with us.”
“They have become much better with regard to tenant relationships.”
“They are very professional and keen to talk to the tenants.”