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...

Microsoft® Dynamics – CRM As a Solution Platform

June 28, 2007

0 Comments

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.

Continue reading...

Welcome to the Era of the Social Customer

June 28, 2007

0 Comments

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 […]

Continue reading...

How Retailers Compete on Analytics to Achieve High Performance

June 28, 2007

0 Comments

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 […]

Continue reading...

Smart-Enough Customer Decisions

June 28, 2007

0 Comments

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 […]

Continue reading...

Enabling High-Performance CRM With End-to-End Business Intelligence

June 28, 2007

0 Comments

For many organizations, 2007 is the year to address core issues and take their CRM deployments to the next level. Poor data quality, and the lack of an enterprise information management (EIM) strategy that ensures trustworthy data, continues to plague many CRM deployments. The need for integrated reporting and business intelligence (BI) for flexible analysis […]

Continue reading...