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Steps to Improving Large Business Customer Satisfaction
Results from an E Source Roundtable Discussion
April 14, 2011
How do utilities boost large business customer satisfaction? The 2010 E Source Gap and Priority Benchmark identified five key drivers, including outage and rate-change communications, attentiveness to customers’ business needs, and effective management of national accounts.
Content type: Focus Report | Document ID: BAM-F-5 | Author: Todd Camnitz
The E Source Strategic Sector Plan
April 26, 2010
Strategic planning can benefit a utility’s account management group as well as its key account customers by helping to align customer and utility expectations. To assist utilities with this process, we have developed the E Source Strategic Sector Plan Template and instructions for using it.
Content type: Focus Report | Document ID: BAM-F-4 | Author: Sarah Weldon
The E Source Key Account Plan
April 12, 2010
Strategic planning can benefit a utility's account management group as well as its key account customers by helping to align customer and utility expectations. To assist utilities with this process, we have developed the E Source Key Account Plan Template and instructions for using it.
Content type: Focus Report | Document ID: BAM-F-3 | Author: Sarah Weldon
The Fantasy Account Management Department
March 8, 2010
We combined results from two of our market research studies with industry best practices to envision the "fantasy" account management department—which uses best practices in the areas of department structure, account management strategy, and customer communications for businesses of all sizes.
Content type: Fantasy Account Management, Focus Report | Document ID: BAM-F-2 | Author: Sarah Weldon and Mike Hildebrand
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
You Are Where You Sit
Using Professional Role Personas in Account Management
January 1, 2008
Professional role personas capture characteristics common across businesses and industries and could be important tools for helping account managers build collaborative relationships with their customers.
Content type: Focus Report | Document ID: MAS-F-7 | Author: Chad Garrett
Sharing Account Management with the Business Call Center
December 1, 2006
Utilities taking a comprehensive, thoughtful look at the needs of all business customers are finding value in moving away from segments defined only by revenue and demand. This kind of conscious segmentation reveals both small commercial customers who need more attention and large customers who don’t ...
Content type: Focus Report, Research | Document ID: MAS-F-5 | Author: Tertia Speiser
Soft Skills Training for Difficult Business Calls
November 1, 2006
Utilities are paying greater attention to small and midsize businesses by providing expanded products and programs and more-tailored customer service. Regardless of how they take business customer calls, customer service representatives (CSRs) have to be mindful of the particularities of this group: ...
Content type: Best Practice, Focus Report, Research | Document ID: SMB-F-7 | Author: Tertia Speiser
Know Thy Customer: Consultative Techniques for Key Account Managers
November 1, 2005
Today’s key account managers are being tasked with deepening customer relationships and generating revenue from additional product and services offerings. To accomplish this, many are adopting consultative selling techniques—proactively asking lots of questions and working with the customer to find ...
Content type: Focus Report, Research | Document ID: MAS-F-3 | Author: Matthew Joyce
Fifteen Critical Skills for Key Account Management
June 1, 2005
In a survey of 125 key account managers (KAMs) and their supervisors, E source identified 15 critical skills for energy service provider account managers, which we further explored through in-depth interviews. The top-rated skills in each category include tactfully handling complaints, understanding ...
Content type: Focus Report, Research | Document ID: MAS-F-1 | Author: Gwen Farnsworth
