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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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Microsoft® Dynamics – CRM As a Solution Platform

June 28, 2007

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A Powerful New Paradigm for Application Development

Microsoft Dynamics CRM has grown in popularity with businesses and organizations of all types because of its ease of use and effectiveness as a traditional customer relationship management (CRM) application.

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INTERVIEW: Paul Pellman

June 28, 2007

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CRM: Would you define quality data for us? Paul Pellman: Quality data is data that is accurate, complete and insightful and helps you do the job you need to do. Hoover’s quality data makes us unique and is a key aspect of what our customers and subscribers look for and why they use Hoover’s. We’re […]

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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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How Retailers Compete on Analytics to Achieve High Performance

June 28, 2007

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For retailers, the competitive terrain is increasingly hostile. Geographic barriers to competition have eroded thanks to the Internet. Proprietary technologies are not proprietary for long, and breakthrough innovations in products or services are increasingly simple to imitate. The perfect storm of the financial markets’ unrelenting demand for results and consumers’ declining willingness to remain blindly […]

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Providing Business Information That Drives Results

June 28, 2007

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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 […]

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