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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January 1, 2009
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.
January 1, 2008
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.
January 1, 2008
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:
After wrestling with first-generation customer relationship management solutions that were difficult to use, customize and integrate, organizations have learned the importance of having a CRM solution that is flexible enough to fit the way they do business â a solution that enables improved customer loyalty and profitability and supports innovation across the whole organization. This […]
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. […]
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 […]
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 […]
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 […]