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Topic: Account management

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Market Sector: Commercial

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Meeting the Needs of Business Customers of All Sizes

March 22, 2013

Learn how increased and personalized communications can help improve how midsize and large business customers feel about their utility’s ability to keep energy prices down and to manage emergencies.

Content type: E NEWS | Document ID: ENews-3-13 | Author: Florence Connally

Restaurants

June 22, 2009 | Updated: November 1, 2012

Utility account managers often overlook the food service sector despite the energy intensity of food service operations. E Source Sector Snapshots provide account managers and program designers an opportunity to brush up on industry trends from the owner’s and facility manager’s perspective. ...

Content type: Sector Snapshot | Document ID: MAS-S-22 | Author: Yuki Iida

Retail

December 15, 2008 | Updated: October 9, 2012

Retail businesses are highly motivated to enhance their customers’ shopping experience, build customer loyalty, and cut costs. Fortunately, improved energy management yields benefits in all of these areas. Energy-related lighting and ventilation improvements enhance the shopping ...

Content type: Sector Snapshot | Document ID: MAS-S-20 | Author: Jarett Zuboy

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

If You Fail to Plan, You’re Planning to Fail

Account Management Summit 2010 Presentations

September 20, 2010

Planning is what it’s all about. When executed correctly, strategic planning benefits a utility’s account management group as well as its key account customers and key business segments by helping to align customer and utility expectations. We’ll introduce you to the ”best-of-the-best” templates ...

Content type: Account Management Summit, Slides | Author: Mike Hildebrand

Energy Prices: Where Are They Going?

Account Management Summit 2010 Presentations

September 20, 2010

Despite demand destruction, most analysts continue to see price increases and continued volatility for the next several years. We’ll review national and regional price trends and outlooks for electricity and natural gas and explore some of the strategies and tools your large business customers can ...

Content type: Account Management Summit, Slides | Author: Chris Wiederspahn

Gone in 60 Seconds

Account Management Summit 2010 Presentations

September 20, 2010

Let’s get to know each other in this fun, fast-paced, introductory session where all participants get 60 seconds in the account management spotlight.

Content type: Account Management Summit, Slides | Author: Mike Hildebrand

What Are Your Large Business Customers Saying? Results and Recommendations from Our Latest Study

Account Management Summit 2010 Presentations

September 20, 2010

How are the needs of large business customers changing, and what do they expect of utility account managers? Results from the E Source Gap and Priority Benchmark will highlight actionable recommendations for improving customer satisfaction.

Content type: Account Management Summit, Slides | Author: Chad Garrett

Getting Customers to Pay Regularly and On Time

August 25, 2010

Join us to learn how utilities can change their customers’ payment behavior and turn delinquent customers into ones who pay regularly and on time, all without sacrificing customer satisfaction. We will look at programs for low-income customers, as well as for commercial and industrial customers.

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Content type: Web Conference | Document ID: UCC-WC-8-10-PaymentBehavior | Author: Florence Connally

Getting Customers to Pay Regularly and On Time

Recording

August 25, 2010

This is the web conference recording.

Content type: Recording | Document ID: UCC-WC-8-10-PaymentBehavior-R | Author: Florence Connally

Getting Customers to Pay Regularly and On Time

Slides

August 25, 2010

These are the web conference slides.

Content type: Slides | Document ID: UCC-WC-8-10-PaymentBehavior | Author: Florence Connally

The Rural Large Business Opportunity: Use High Satisfaction with Account Reps to Drive Overall Satisfaction

June 23, 2010

Are there any differences in customer satisfaction ratings and attitudes between rural and urban large business customers?

Content type: Ask E Source | Document ID: BMS-AskES-11 | Author: Sarah Weldon and Ethan Brown

Paradox and Opportunity: Rural and Urban Customer Satisfaction and Attitudes

May 13, 2010

Are there any differences in customer satisfaction ratings and customer attitudes between rural and urban customers, or between residential and commercial customers?

Content type: Ask E Source | Document ID: UCC-AskES-40 | Author: Sarah Weldon and Ethan Brown

What's Keeping Your Business Customers Up at Night

Supporting Your Business Customers Through the Economy, Carbon, and Other Challenges

April 15, 2010

Join us to find out what challenges are keeping your business customers awake at night and ways you can support them. You’ll learn how the recession, energy prices, and possible legislation on climate change are affecting them.

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Content type: Web Conference | Document ID: BAM-WC-4-10-NoSleep | Author: Mike Hildebrand

What's Keeping Your Business Customers Up at Night

Recording

April 15, 2010

This is the web conference recording.

Content type: Recording | Document ID: BAM-WC-4-10-NoSleep-R | Author: Mike Hildebrand

What's Keeping Your Business Customers Up at Night

Slides

April 15, 2010

These are the web conference slides.

Content type: Slides | Document ID: BAM-WC-4-10-NoSleep-SL | Author: Mike Hildebrand

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

E Source Key Account Plan Template

April 12, 2010

When executed correctly, strategic planning benefits 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.

Content type: Template | Author: Sarah Weldon

Reorganizing Your Account Management Group to Meet Energy-Efficiency Goals

March 23, 2010

How can a utility reorganize its account management group to meet utility energy-efficiency goals?

Content type: Ask E Source | Document ID: BMS-AskES-8 | 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

2009 Account Management Assessment

Key Findings

December 16, 2009

The wait is over! Join us to learn the key findings from the 2009 E Source Account Management Assessment. Discover business account management best practices and areas for improvement, and hear from the three highest-scoring utilities.

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Content type: Web Conference | Document ID: BMS-WC-12-09-AMA | Author: Mike Hildebrand

2009 Account Management Assessment

Recording

December 16, 2009

This is the web conference recording.

Content type: Recording | Document ID: BMS-WC-12-09-AMA-R | Author: Mike Hildebrand

2009 Account Management Assessment

Slides

December 16, 2009

These are the web conference slides.

Content type: Slides | Document ID: BMS-WC-12-09-AMA-SL | Author: Mike Hildebrand

Results from the 2009 E Source Gap and Priority Benchmark

December 9, 2009

Find out the results from our innovative new survey of large business customers. Join us to learn what these customers need from their utilities and which energy providers are the best at meeting those needs.

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Content type: Web Conference | Document ID: BCO-WC-12-09-GPB | Author: Mike Hildebrand

2009 E Source Account Management Assessment

Account Management Best Practices

December 7, 2009

The 2009 E Source Account Management Assessment surveyed utilities on account management practices for all sizes of business customers. The results give an actionable set of data to help utilities improve their account management practices and see how they stack up against others in the industry.

Content type: Benchmark Study | Document ID: BAM-BMK-AMA-09 | Author: Sarah Weldon and Matthew Joyce

Results from the 2009 E Source Gap and Priority Benchmark

Recording

November 18, 2009

This is the web conference recording.

Content type: Recording | Document ID: BCO-WC-12-09-GPB-R | Author: Mike Hildebrand

Results from the 2009 E Source Gap and Priority Benchmark

Slides

November 18, 2009

These are the web conference slides.

Content type: Slides | Document ID: BCO-WC-12-09-GPB-SL | Author: Mike Hildebrand

What Do Corporate Energy Managers Want from Their Utility Account Representative?