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Presented on July 25th, 2013 by Ian Guerry of Ecova, the webinar provided an overview of Strategic Energy Management (SEM) and how SEM transforms the relationship between utilities and their commercial and industrial customers by building a trusted partnership through energy planning. Utilities have historically engaged with customers in the most fundamental way ― transactionally. However, the dynamic between customers and service providers has changed dramatically; customers demand greater control of the experience, and satisfaction is central to their purchase decisions. The overarching utility program design SEM, is a management system approach based on continuous improvement that addresses these concerns by doing the following: Establishes and communicates long range energy reduction performance targets, Ensures there is a plan and resources (monetary and staff) available to achieve those targets, Requires regular reporting of progress toward achieving those targets.