Industry Articles
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Kim Gaddy, Product Manager, Alliance Data Systems Inc.
05.01.08 - Today's advances in analytic methods, data availability, and technology allow use of data in ways that could only be dreamed about years ago. Data-driven decision making has become essential to companies wishing to optimize business practices or cater their solutions to a more targeted audience.
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04.15.08 - Most businesses say their customer service is their strongest attribute but many people don't believe them because their experience with those companies paints a different picture. What experiences do your customers have with your utility?
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Marty Agius, Executive Vice President, SKM Group
04.08.08 - The utility marketer of today is faced with numerous challenges such as higher operating costs, smaller staffs, decreased budgets, and lower margins on products and services. There has never been a greater need for utility providers to employ customer segmentation in order to improve the results of their marketing communication efforts.
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Scott Draeger, EDP, Senior Product Manager, Exstream Software
04.03.08 - Remember when CRM was the IT buzzword of the 1990s? Companies were implementing CRM, they were leveraging CRM, and they were rolling out CRM to improve customer satisfaction. We knew CRM was most likely a good thing, but did anyone really grasp what it meant when it first appeared?
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Pradeep Roy, Senior Consultant, Energy & Utilities, Infosys Technologies Ltd
Rakesh Arvind, Consultant, Energy & Utilities, Infosys Technologies Limited
03.06.08 - The utility industry is witnessing a transition from regulated monopoly services to increasingly deregulated and fully competitive services. However, in different regions of the world, the transition is happening at varying extents and at a varying pace.
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01.31.08 - As anyone who has ever worked in a customer contact center knows, communication is both the primary purpose of any customer-facing organization and also one of its greatest challenges. Effective communications with customers don't just "happen."
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Deborah Everly, Vice President of Marketing & Acquisitions, Asset Acceptance Capital Corp
01.03.08 - Utility companies and their managers nationwide are turning to a profitable strategy used by banks and consumer finance companies to deal with charged-off receivables: Sell the debt.
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01.02.08 - As utilities close out another year of serving customers, they should ask themselves an important question: "How did we do?" Let's get down to the nitty-gritty and ponder more pointed questions. As you take a look back on your customer service endeavors for 2007 and create a new strategy for the coming year, consider the following ideas.
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Matt Smith, Utilities & Energy Practice Lead, EquaTerra
12.06.07 - As a result of low top-line growth, high commodity costs and the regulatory hurdles and political roadblocks associated with mergers and acquisitions, an increasing number of utilities - including NiSource, TXU Energy and Hydro One - have undertaken business process outsourcing (BPO) as an option for reducing cost of service and improving productivity.
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Harry Stephens, President and CEO, DATAMATX
11.07.07 - New postal rates have everyone talking. It's not just consumers that are lamenting another increase for First Class mailing items -- from 39 cents to 41 cents -- the cost for business mail is also on the rise. The introduction of "shape-based pricing" for non-standard pieces like 9-inch by 12-inch envelopes, and even "bulk rates" for pre-sorted automated mailings, have meant a significant spike in prices.
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