As mergers and restructuring continue in the utility industry, successful utilities will be the ones that know where and how much to invest in order to deliver the quality of customer service appropriate to their strategy. A proven method for understanding initiatives in a strategic context is to develop a business driver model that reflects how to achieve the customer strategy with maximum return on investment (ROI). This report explains how to deconstruct customer strategy into key objectives, technologies, capabilities, and processes and to calculate the ROI of customer service initiatives. (UCC-11; April 2002; 35 pages)