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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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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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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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Leading Provider of Enterprise Marketing Management Solutions

June 28, 2007

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Unica® Corporation (NASDAQ:UNCA) is a leading global provider of enterprise marketing management (EMM) software. Focused exclusively on the needs of marketers, Unica delivers the most comprehensive EMM suite on the market. Unica’s Affinium® software streamlines the entire marketing process for brand, relationship and Internet marketing – from planning and budgeting to project management, execution and […]

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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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Business-Specific Solutions With Experience Built In

June 28, 2007

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Infor delivers integrated enterprise solutions as well as best-in-class stand-alone products that help our customers meet the essential challenges they face in today’s competitive global economy – challenges related to their supply chain, customers and suppliers, workforce, assets, product life cycles, operational and business performance and more – so they can prepare for the future […]

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Elevate Customers to the Core of Your Business

June 28, 2007

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Customers want the best your company has to offer. To deliver, you need an integrated customer experience across all touch points throughout your organization. This requires a complete and consistent view of your customers. First-generation CRM promised these capabilities but has often fallen short. Historically, high cost, complexity and drawn-out implementations contributed to nearly a […]

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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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