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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
Improving the Satisfaction of Your SMB Electric and Gas Customers
Results from an E Source Roundtable Discussion
June 1, 2009
What makes your small and midsize business (SMB) customers tick? What ticks them off? We summarize best practices, no-cost and low-cost customer satisfaction (CSAT) improvement steps, and insights gleaned from the 2009 J.D. Power and Associates CSAT studies for SMB electric and gas utility customers. ...
Content type: Focus Report | Document ID: SMB-F-23 | Author: John Egan
Small Commercial Market Segmentation
September 9, 2008
Achieving high program participation and customer satisfaction among small commercial customers requires an individualized approach to serving customers and addressing their business needs. A number of approaches to segmenting the commercial sector have been successfully tried by utilities.
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Content type: Web Conference | Author: Chad Garrett
Small Commercial Market Segmentation
September 9, 2008
Achieving high program participation and customer satisfaction among small commercial customers requires an individualized approach to serving customers and addressing their business needs. A number of approaches to segmenting the commercial sector have been successfully tried by utilities.
Content type: Slides | Document ID: SMB-WC-9-08-Personas | Author: Chad Garrett
Small Commercial Market Segmentation
September 9, 2008
Achieving high program participation and customer satisfaction among small commercial customers requires an individualized approach to serving customers and addressing their business needs. A number of approaches to segmenting the commercial sector have been successfully tried by utilities.
Content type: Recording | Document ID: SMB-WC-9-08-Personas | Author: Chad Garrett
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
