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1、CRMutilitiessurveypointofviewbyRobertE.WelchandJonChangWhatDoUtilitiesReallyKnowAboutCustomers?KeyfindingsfromaCustomerRelationshipManagementsurveyrecentlycompletedbyCapGeminiErnst&YoungontheUSmarketDeregulationpatternskeepindustries,infact-aredistinguishedresurfacing.Shortly
2、aftercontrolsaremoreandmorebytheservicetheylifted,pricesfluctuatewildlywhileprovideandtherelationshipstheyearningsvisibilitycloudsover.Thenestablishwithcustomers.ThisrealitythepriceofcommodityproductsandisthebasisofCustomerRelationshipservicesdropsuntilrazor-thinmarginsManage
3、ment:technologies,processesarereached.Intheprocess,someandculturechangesworkingtogethercompaniesremainviablebytomaximizethevalueofacompany’sinstitutingsuper-efficientoperations.customerportfoliothroughmoreButthewinnerspullaheadbyeffectivemarketing,sales,andcombiningefficiency
4、andsuperiorcustomerservice.customermanagement,andbybuildingnewsuitesofdifferentiated,profitable,customer-focusedservices.It’sapredictableparadigmwithapredictablemessage:Leadersinderegulatedindustries-mostCRM,however,canbeprettyoldtotheveteransofthederegulationnewstoutilitiest
5、hat,inatleastonewars,wherenearlyhalfofallfinancialsense,havebeenapplyingcustomer-servicesandtelecomrespondentsmanagementprincipalslongerandthinkCRMiscritical.Utilitymoreintenselythananyone.Afterall,respondentsalsowere50percentwhatotherindustryhassystemsandmorelikelythanthesur
6、veyaveragetoprocessesdesignedtoconnectwithforecastadecreaseinCRMbudgets,everycustomerallthetime?Perhaps40percentlesslikelytohaveputathisiswhymanyutilitiesperceiveCRMstrategyintoaction,and30theirCustomerInformationSystemspercentmorelikelytoperceiveCRM(CIS)ascustomerrelationshi
7、pinvestmentreturnsoftenpercentormanagementtools.Unfortunately,less.CISsreallyaren’ttherighttoolforCRMbecausetheysupportafiscalWhat’smore,justtenpercentofrelationshipbetweentheutilityutilitiescurrentlypulldatafromacompanyandthepremisesthatthesinglerepository.Whichmeansthatcust
8、omerjusthappenstooccupy.anoverwhelmingmajoritysimplyNevertheless,uti
