Archive | CRM and CIS RSS feed for this section

Surviving the Turmoil

January 1, 2009

0 Comments

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.

Continue reading...

Customer Relationships and the Economy

January 1, 2009

0 Comments

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.

Continue reading...

The Customer-Focused Utility

January 1, 2008

0 Comments

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.

Continue reading...

Improving Call Center Performance Through Process Enhancements

January 1, 2008

Comments Off

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:

Continue reading...

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

June 28, 2007

0 Comments

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 […]

Continue reading...

Providing Business Information That Drives Results

June 28, 2007

0 Comments

For more than 15 years, Hoover’s, a D&B company, has provided the most comprehensive, up-to-date business intelligence available about companies, industries and the people who lead them, worldwide. Subscribers have access to a wealth of information, including company overviews and history, product and operations information, financials, competitors, news, as well as powerful search, sort and […]

Continue reading...

Enable the Customer-Centric Enterprise

June 28, 2007

0 Comments

With the most comprehensive and flexible customer relationship management (CRM) offering on the market today, SAP is setting a new standard for the way companies interact with their customers and partners. Addressing the strategic needs for CRM in more than 25 industries, SAP is helping companies like yours make the most of relationships with customers […]

Continue reading...

Silicon Valley Leader Turns Customer Insights Into Bottom-Line Profits

June 28, 2007

0 Comments

Figure 1: Our customers believe in the benefit they receive from tools.

A well-known Fortune 100 technology manufacturer looked for an innovative solution that could increase sales and profits through a better understanding of global customer preferences. It found that solution in TrueChoice® Predictive Selling, a service of New York-based TrueChoice® Solutions, Inc. Today the manufacturer has discovered a unique win-win-win approach in which: The manufacturer wins […]

Continue reading...

INTERVIEW: Bob Stutz

June 28, 2007

0 Comments

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 […]

Continue reading...