Theuns Viljoen, Director, Business Development and Africa, LexisNexis
Theuns Viljoen is a Human Rights lawyer by training and this gives him a particular motivation in his work. “I always want to make sure that what I do contributes something meaningful.”
LexisNexis started creating solutions to help promote democracy and the rule of law in Africa, he says. And that brought an early realisation: “If you want to make a contribution on a sustainable basis (not a one-off), your solution must make a difference and that will only be possible if you listen to your customer.”
Products are built on the back of close consultation with customers. This relationship is what drives the business. He says it’s the ability to “listen and listen and then to think – what can I do to assist/make a difference to that customer?” that makes the difference.
The solutions LexisNexis provides are designed in such a way to promote a long term relationship with the customer. Total solutions are about creating systems that help customers succeed in their work and the job is to help them interpret, analyse and put these systems to productive use on an ongoing basis.
“If, in the eyes of our customers, we are only supplying information, we are at risk. But if customers perceive us as being an essential part of their success, we have a great future.”
Close relationships with customers are also vital in helping Reed Elsevier plan its product development strategy over the next five years. Qualitative and quantitative research plays a part in that relationship, but for Theuns there is no better way to stay in touch than personal contact.
“I just love being with customers, finding out what they do and what their concerns are. You get a different story – the customer’s story and not your own perspective. How else can you do business? We need to get out of the office.”