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One ambition: to improve the well-being of all Proximity to customers

PROXIMITY TO CUSTOMERS 4. An ambitious differentiation strategy 4.1

An approach tailored to each 4.1.1 customer In the construction markets, Saint-Gobain aims to be the partner of choice for every player, from initial design to worksite implementation and project completion. The Group has set up Habitat Committees aimed at developing marketing and commercial synergies between various Saint-Gobain companies, through cross-business initiatives tailored to each customer group, such as: a coordinated approach to the principal key accounts in „ construction and renovation projects, organized by market segment (residential, healthcare, education, hotels, etc.), and often based on innovation centers and showrooms in France, the United Kingdom, Italy, the United States and

Spain; new innovation centers opened in 2017 in Mexico, Spain and in Côte d’Ivoire; combined training provision specifically for installers in „ several countries, delivered at dedicated Saint-Gobain centers (for example, in France, Italy, Ireland, Russia, Sweden, Austria, the Netherlands, etc.); a coordinated presence at major trade shows, such as „ Greenbuild in the United States, Ecobuild in the United Kingdom, Batimat in France, and the Big 5 in the United Arab Emirates, which provide opportunities to showcase the Group’s products and solutions and enable Saint-Gobain experts to give talks on topics such as eco-innovation and sustainable construction, or on new building techniques.

PLAYERS, FROM DESIGN TO COMPLETION SAINT-GOBAIN'S VISION: TO BE THE PREFERRED PARTNER OF ALL CONSTRUCTION AND RENOVATION

MAJOR TRENDS AFFECTING THE HABITAT MARKETS

• Urban development and demographic change • Sustainable design, construction and operation • Holistic building design (multi-dimensional criteria)

INVESTORS, DEVELOPERS, ARCHITECTS, SPECIFIERS, PRIVATE INDIVIDUALS

MAIN CONTRACTORS

DISTRIBUTORS

TRADESMEN, PRIVATE INDIVIDUALS, CONTRACTORS, DO-IT-YOURSELFERS

Develop reliable, easy and rapid solutions

Put the user at the center of the construction and renovation process with a Multi-Comfort approach

Develop systems and services to simplify implementation and to optimize costs and delivery times at worksites – specifically by combining the expertise of the Group's various activities

Capitalize on strong brands

Develop a service offering to allow distributors to grow their sales and optimize their processes (adapted logistics, training of field teams, optimized merchandising, business support, etc.) Develop e-commerce and e-services offerings to simplify and optimize processes and facilitate sales development

Make the lives of installers easier by assisting them to grow their own business through an extended services offering: training, sales assistance, technical assistance, technical studies, etc. Roll out multi-channel approaches to support them throughout their professional lives Retain the loyalty of professional clients through a close relationship developed

Minimize the environmental impact of buildings: eco-innovation policy, life cycle analysis and Environmental Product Declarations for all product families Support customers in their major projects in coordinated fashion between Saint-Gobain

Co-develop new solutions with major builders

Support major projects, with a targeted service offering: BIM objects for digital modeling, adapted logistics, etc.

activities (including key accounts), based on the Group's skills in Building Sciences

through strong local distribution brands

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