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Distribution Superintendents as Account Managers
MAS Summit 2008
May 1, 2008
Who knows the distribution system better than the field crew? When the primary concern of the key customer is reliability, it's not such a bad idea to train field engineers to be account managers. This presentation describes Hydro One's experience with a completely novel approach.
Content type: Account Management Summit, Slides | Document ID: MAS-STC-5-08_BP_Boucher | Author: Marc Boucher, Hydro One
Northwestern Energy Key Account Satisfaction Survey
Handout, MAS Summit 2008
May 1, 2008
This document is the customer satisfaction survey used by Northwestern Energy to interview its key accounts.
Content type: Account Management Summit, Slides | Document ID: MAS-STC-5-08_BP_EdwardsHandout | Author: Rick Edwards, Northwestern Energy
Customer Service for Hard-to-Serve Customers: Third Party Property Managers
MAS Summit 2008
May 1, 2008
Utility account managers have quite a different set of challenges when they provide support to third-party commercial property managers than they have with any other customer segment. This presentation provides a look at property managers' priorities and policies.
Content type: Account Management Summit, Slides | Document ID: MAS-STC-5-08_CustSvc_Curtis | Author: Roger Curtis, CB Richard Ellis
Notes from the 2007 Annual E Source Managed Accounts Service Summit
May 9, 2007
Topics include rate cases, energy audits, renewable energy credits and carbon offsets, key account management performance, the National Action Plan for Energy Efficiency, Energy Star programs, overcoming obstacles to energy efficiency, and key account management best practices.
Content type: Account Management Summit, General Information, Presentations | Author: Gwen Farnsworth
Customer Service for Hard-to-Serve Customers: National Accounts
MAS Summit 2008
May 1, 2007
National account customers, such as retail or big box chain stores, present unique challenges to the account manager. This presentation is a straightforward message from a national account customer regarding its needs, challenges, and preferences.
Content type: Account Management Summit, Slides | Document ID: MAS-STC-5-08_CustSvc_Benish | Author: Janet Benish, Costco Wholesale
Measuring Customer Account Satisfaction
MAS Summit 2008
Nearly all utilities conduct satisfaction surveys of their key customers, either via a third party or with the utility's marketing department. Northwestern Energy takes a more personal approach with one-on-one interviews. Accompanying this presentation is the survey instrument.
Content type: Account Management Summit, Slides | Document ID: MAS-STC-5-08_BPs_Edwards | Author: Rick Edwards, Northwestern Energy
Account management (6)