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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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Welcome to the Era of the Social Customer

June 28, 2007

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Social customer. Social networks. Blogs. Wikis. Podcasts. User-created content. Communities of interest/practice. T-shirts. What do these things have to do with CRM? Do you know? If you don’t find out, it might kill your business. Welcome to CRM 2.0, readers of CRM Transformation. You have now entered the portals of the “Era of the Social […]

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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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Driving High-Performance CRM With Enterprise Information Management

June 28, 2007

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Most corporations would agree that its data is one of its most valuable assets. Yet in 2006 when The Data Warehousing Institute (TDWI) posed the question, “Has your company suffered losses, problems or costs due to poor quality data?” the majority of the respondents replied “yes.”[1] Despite tremendous advances in customer relationship management (CRM) technologies […]

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Smart-Enough Customer Decisions

June 28, 2007

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Think about the last great customer experience you had. Was it someone in a store who helped you with your problem? Perhaps it was a website that, against all expectations, allowed you to actually get things done. Maybe you spoke with a call center representative who was empowered to act. Perhaps a company actually made […]

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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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