Around The Railroad

Marketing and Sales Annual Conference

M&S Conference Focuses on Customer Service and Responsiveness

March 17, 2008 | 12:10 p.m. CDT

More than 500 Marketing and Sales employees from around the system gathered in Omaha March 11 for the department's annual workshop, reviewing and discussing key themes critical to the railroad's success.

Chairman Jim Young reflected on what it will take to be successful in 2008 in an uncertain economy. "We're in a tough environment right now and need to remain focused on exceptional customer service and customer responsiveness," he said. "We're working as a team better than ever before, and UP's reputation needs to stand above all others – 2008 is the year to differentiate ourselves!"

Concentrating on service, Joe Santamaria, vice president-transportation, stressed the importance of accurate forecasting. "We model our business around the forecast, which allows us to spend the appropriate amount of capital necessary to invest back into the railroad and associate it with the commercial plan," he said. "Accurate forecasting allows us to be ahead of the curve and quicker to respond to opportunities in the marketplace."

Tying together customer service, responsiveness and operating, Jack Koraleski, executive vice president-Marketing and Sales, emphasized the essential need to "create customer value," noting Marketing and Sales' direct role – price. "Price is what the company looks to us for," he said. "Service plus price equals value, and we need to balance this equation ensuring we have satisfied customers."

Building off creating value, Mary Jones, vice president and treasurer, said focusing on the fundamentals is key. "We need to improve efficiency, service and price for value, generating the returns necessary to maximize long-term value for our shareholders."

Panel discussions featured various Marketing and Sales executives focusing on Project 75-0 progress, customer relationships and personal development highlighting the next generation of leaders.