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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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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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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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Surviving and Thriving in the Customer-Driven Age

June 28, 2007

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As the global economy has become more interconnected and “flat,” the pressure to increase performance has accelerated. The demands for new market share, new revenues, new levels of efficiency and new levels of accountability – already intense – have become an urgent reality in executive suites on every continent. Yet for all of these demands, […]

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Good Supply Chains Need CRM

June 28, 2007

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Figure 1: A Market-facing Timeline

As companies compete globally, focus on brand mastery, battle for shelf space and face tremendous challenges in managing their dynamic channels, the need for better linkages between the customer-facing markets and the supply markets becomes increasingly obvious. If we could instantly know at the point of interest precisely what the customer wanted and, as in […]

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INTERVIEW: Bob Stutz

June 28, 2007

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CRM: Beyond tremendous ROI, what are today’s CRM customers seeking? Bob Stutz: Companies are looking for better relationships with their customers. Successful businesses today have a better understanding of their customers, and a better understanding of their needs and wants. They strive to find ways to best meet their customer needs and manage the customer […]

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Transforming the Marketing Planning Process

June 28, 2007

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In early 2006, SAP initiated a comprehensive program to transform its marketing planning processes, templates and tools. The goal was to have in place a revitalized marketing planning and execution program for calendar year 2007. Our organization has been extremely successful over the years in leveraging advanced marketing capabilities to maintain a dominant market position. […]

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Putting the Customer Back Into Customer Relationship Management

June 28, 2007

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Figure 1: Speech Intelligence Methodology

Recorded calls between the agent and customer are the definitive representation of how business is being handled in the organization. Although hours and hours of these customer calls are being recorded, very few companies are leveraging the vast amount of business intelligence hidden in these audio files. Not making the most of this intelligence can […]

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