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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

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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

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Meeting the Online Needs of Small and Midsize Business Customers
December 13, 2010
Business customers who regularly visit their utility’s web site report higher utility satisfaction than those who never have. Organizing online content by industry segment makes it easy for businesses to find the information they need quickly.

Content type: Research Brief  |  Document ID: EBiz-RB-9  |  Author: Kim Burke

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What Do Corporate Energy Managers Want from Their Utility Account Representative?
November 5, 2009
How can you best serve your corporate energy manager customers in a variety of business, economic, and regulatory climates?

Content type: Research Brief  |  Document ID: BMS-RB-5  |  Author: Stephanie Cary

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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

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New Developments in Gas Demand-Side Management
Web Conference
October 9, 2008
In this web conference, we cover the regulatory trends that are shaping gas demand-side management programs today and explain some of the leading programs in the country.

Play audio and video (streaming video)
Download Presentation (1452 KB PDF)

Content type: Web Conference  |  Document ID: SMB-WC-10-08-GasDSM  |  Author: Gregg Eisenberg

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