Resource Center

Welcome to the E Source Resource Center, which provides easy access to our comprehensive library of research, analysis, and tools.
To make the most of your search, check out our tips for finding content.

Filters

remove all filters

Topic: Contact center

(remove)

Market Sector: Business

(remove)

Service line: Business Market Service

(remove)

Service line: Business Account Management

(remove)

Results

Outage Communications for Business Customers

Doing It Right Can Drive Satisfaction Higher

May 2, 2012

Engaging in proactive outage communications is one of the key ways to keep business customers satisfied. This report looks at the primary methods that utilities are using to communicate successfully with large, key account customers and small-to-midsize business customers.

Content type: Research Brief | Document ID: BMS-RB-3 | Author: Kim Burke

Account Management Assessment 2011

Account Management Best Practices

December 14, 2011

Utility business account management groups often gauge their success by customer input, but a comparison to other utilities can deliver more-meaningful information. The 2011 Account Management Assessment provides in-depth, actionable data about account management practices across the utility industry. ...

Content type: Benchmark Study | Document ID: BAM-BMK-AMA-11 | Author: Alexandra Behringer, Sarah Fiebiger

Contact Centers for Your Business Customers: Key Success Factors and Lessons Learned

September 6, 2011

Utilities can effectively serve their small and midsize business accounts through a dedicated business contact center.

Content type: Research Brief | Document ID: BMS-RB-6 | Author: Justin Rickard

Progressive Segmentation of SMB Customers: A Systems Approach

June 1, 2008

Utility marketing, program, and research managers are under ever-increasing pressure to more effectively devise and market programs, products, and services that meet the needs of these customers while also satisfying utility regulators.

Content type: Focus Report | Document ID: SMB-F-13 | Author: Richard Wight, Christy McCulla, and Alexandra Behringer