Having gone through considerable amount of consolidation, re-structuring and de-regulation, the Utilities industry is at an inflection point, with the Voice of the Customer taking high precedence. Customer wakefulness has reached new heights and customer service ratings today have a strong impact on parameters like market growth and stock price for the Utilities industry. Using pricing as a differentiator has proven unsuccessful, given the high costs involved in customer acquisition. Superior customer service will be the way forward, if Utilities want to retain the competitive edge. What are the steps Utilities must take, to ensure superior customer service? What role will analytics play in Utilities CRM? Read this article to find out.
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