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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

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

Does Customer Satisfaction Really Matter?

October 1, 2008

We operate in a traditionally regulated state market where customers don’t get to shop around for an alternate utility supplier. Why should customer satisfaction matter to our utility?

Content type: Ask E Source | Document ID: UCS-AskES-3b | Author: John Egan

How Communicators Can Manage the Utility Customer Experience

October 1, 2008

I’ve been hearing a new term, “customer experience,” in company meetings and at conferences. What does the customer experience mean for utility customers, and what can utility communicators do to improve it?

Content type: Ask E Source | Document ID: UCS-AskES-3c | Author: John Egan

Web Site Communications on Transmission Projects

July 1, 2008

What are some utility best practices for communicating with customers and other external stakeholders about a proposed transmission line project? How are utilities using their web sites to communicate on those projects?

Content type: Ask E Source | Document ID: UCS-AskES-2a | Author: John Egan