Do you want to improve customer satisfaction at a key account that’s experiencing recurring reliability issues? Listen to this peer discussion to learn how to better manage these tricky situations. Hear advice directly from account managers as they answer questions and share tactics they've found effective. We also presented a helpful approach that you can apply in these circumstances.
Our discussion included:
- The impact that reliability has on large customer satisfaction
- A recommended approach for dealing with reliability issues
- Real-world strategies and examples from two utility guests
The Account Management Network is our exchange series for account management leaders, account managers, and account management support teams. These events are hosted by Scott Poole, who works with member utilities across North America to improve large and SMB customer experience. Scott joined E Source after a 30-year career at Southern Company, where he most recently led a 100-plus-employee account management organization.
Each month we bring together members of the E Source Account Management Service to discuss trending topics critical to effective account management strategy.
By joining the network, you can:
- Broaden your network in utility account management
- Ask your questions directly and get real-time input from other utilities and E Source experts
- Have conversations about big initiatives and workshop your top business challenges
- Discuss the long-term role of account management and how that role should evolve
- Provide input on future network discussion topics
Moderator:
Scott Poole, Executive Consultant, Account Management, E Source
Speakers:
Marchez Coriz, Senior Strategic Account Manager, PNM
Tomaso Gianelli, Key Account Manager, Georgia Power
