Customer Relationship Optimisation
Market deregulation and the advent of internet-based pricing comparison engines have made customer focus a key priority for utilities. But in an industry where customers are highly price-sensitive and customer contact can be infrequent at best, developing lifelong, profitable relationships can be a major challenge.
Consumers today expect more than a well designed statement. They expect multiple communications offering more beneficial price plans, pre-notifications of outages, education on environmental behaviour and efficiency rewards. As a provider, you now need to build trust with the consumer.
As you transition into a customer centric organisation, you will need to develop a strategy that incorporates customer communication, data management and customer insight.