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Speaker

Markus Hartung

Head of Region EMEA and Global Commercial Processes | Business Line Catalysts, Evonik Operations GmbH

As VP of Global Commercial Processes & EMEA Catalysts at Evonik, I lead a team of professionals who develop solutions that enable customers to realize their potential. With more than ten years of experience leading sales and customer service teams, I have a proven track record of delivering value to customers and partners, optimizing commercial processes for efficiency and customer focus, and finding business opportunities for sustainable growth. My core competencies include global management, change management and cultural change. My passion is to inspire people for new things, to engage with the team, to open closed doors for others and to develop people to their best performance. My mission is to enable innovation, product improvement and effective project management for Evonik and its stakeholders. I love my family, networking, rowing and running.

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Session

Customer-Centric Sales – Enhancing Processes for Sustainable Success

Case Study

Monday, June 23

06:20 pm - 06:45 pm

Less Details

In today’s fast-paced and highly competitive market, enhancing the sales process is no longer optional—it’s essential for sustainable success. At the core of this enhancement lies one crucial element: customer satisfaction. This session explores how placing the customer at the center of every decision—from journey mapping to persona development and service design—creates a more personalized, consistent, and effective sales strategy. You’ll gain a deeper understanding of how to align your processes with customer needs to drive loyalty, satisfaction, and long-term business growth.

In this presentation you will learn:

  • How to map the customer journey to uncover key touchpoints and optimize the sales experience
  • How to develop and apply detailed customer personas to tailor messaging and engagement strategies
  • How to build customer service systems that foster satisfaction, retention, and brand loyalty
PRESENTATION

Company

Evonik Operations GmbH

http://www.evonik.com/
Evonik is one of the world’s leading specialty chemicals companies. While we don’t produce electric cars, aircraft, medications or 3D printers, Evonik is part and parcel of these and many other end products. That’s because we contribute the small things that make a big difference. We make electric car batteries perform better, aircraft greener, medications more effective and 3D printers more efficient. In short: We think beyond the bounds of chemistry to make the world a better place. Today and tomorrow. We are an international group with a workforce of over 32,000 people spread across more than one hundred locations.
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BPM Summit Europe 2025 is part of the Digital Business Strategy Event Series. You can find more events here.
Date
June 23 – 24, 2025
Location
Radisson Blu Hotel Frankfurt
Phone
+49 (0)30 52 10 70 3 0
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