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Surviving the Turmoil

January 1, 2009

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With the new administration talking about a trillion dollars of infrastructure investment, the time for the intelligent utility of the future is now. Political pressure and climate change are going to drive massive investments in renewable and clean energy and smart grid technology. These investments will empower customers through the launch and adoption of demand response and energy efficiency programs.

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Customer Relationships and the Economy

January 1, 2009

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A little over a year ago, the challenges facing the global energy and utilities market were driving a significant wedge between utilities and their customers. In Western European markets, price increases across gas, electricity and water, combined with increased corporate earnings, left many utilities in the uncomfortable position of being seen as profiteering from customers unable to change suppliers for significant benefit.

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The Customer-Focused Utility

January 1, 2008

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THE CHANGING DYNAMICS OF CUSTOMER RELATIONSHIPS

The utilities industry is in transition. External factors – including shifts in governmental policies, a globally felt sense of urgency about conserving energy, advances in power generation techniques and new technologies – are driving massive changes throughout the industry. Utilities are also under internal pressure to prevent profit margins from eroding.

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Improving Call Center Performance Through Process Enhancements

January 1, 2008

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The great American philosopher Yogi Berra once said, “If you don’t know where you’re going, chances are you will end up somewhere else.” Yet many utilities possess only a limited understanding of their call center operations, which can prevent them from reaching the ultimate goal: improving performance and customer satisfaction, and reducing costs.

Utilities face three key barriers in seeking to improve their call center operations:

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Building CRM 2.0: A New Model for IT Decision Making

June 28, 2007

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Not long ago, choosing customer relationship management (CRM) software was relatively simple, with one company, Siebel Systems, dominating the market. Even when competing vendors appeared, organizations were able to select their software by simply comparing product features to their checklist requirements. Nowadays, most organizations that try to follow the classic checklist approach soon find that […]

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Improve Agility in Contact Centers With Service-Oriented Architecture

June 28, 2007

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Figure 1: Integrated View of the Customer Information and Flow to Agent Desktop Highest Priorities

Providing superior customer service across all interaction channels is essential for all organizations. When a customer contacts the company, the business must manage that customer interaction quickly and accurately across any touch point. A poor service experience will have a negative ripple effect on customer satisfaction. Over time, it could potentially: Increase costs by potentially […]

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CRM and the Move Toward Preconfigured Solutions

June 28, 2007

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This paper looks at the merits of preconfigured solutions in CRM and whether or not the absence of customization is actually harming customer service. The disconnect between customer relationship management (CRM) applications and the reality of customer experiences will also be examined. As technology and automation become more pervasive, the customer is feeling more alienated […]

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INTERVIEW: Paul Pellman

June 28, 2007

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CRM: Would you define quality data for us? Paul Pellman: Quality data is data that is accurate, complete and insightful and helps you do the job you need to do. Hoover’s quality data makes us unique and is a key aspect of what our customers and subscribers look for and why they use Hoover’s. We’re […]

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CRM Without Compromise: A Strategy to Outsmart and Outgrow Your Competition

June 28, 2007

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Investments in CRM applications have produced a broad spectrum of results. Some companies experienced dramatic increases in revenue and customer satisfaction along with significant cost savings, while other companies have experienced limited returns and disappointing results. The benefits would be greater if more companies took CRM to the next level by designing their CRM strategy […]

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