Achieving Excellent Customer Relationships in the Utilities Sector
About this title:
Who needs a customer relationship strategy? (you do) As competition begins to bite across the sector, utility companies are under increasing pressure to hold on to their customers and beat off threats to their business. Yet with an array of similar services being offered for the same prices and little to differentiate one supplier from another, how does your company stand out from the crowd? How do you retain market share? How do you hold on to customers in the face of aggressive competition? The answer is of course refreshingly simple: by developing differentiating customer services and continuously delivering excellent customer experiences. BWCS has joined forces with leading customer relationship expert Philip Grant to provide this industry-wide blueprint for achieving excellent customer relationships. More than ever, keeping customers is about meeting and exceeding their expectations in every aspect of their relationship with you. If you really want to win and stay ahead of the game, you need a comprehensive customer relationship strategy and you need it now, because if you are not working on it thoroughly, you can bet that your competitors are. Developing a winning customer relationship strategy means examining all aspects of your interactions with customers. Nothing should be spared this scrutiny. You need to think hard about people, processes, technology and your organizational structure - all of which underpin your relationship with your customers. This step-by-step guide is designed to take you through this process, together with workable examples of key differentiating areas. Starting with your overall strategy and corporate vision, it takes you through the key decisions you will have to make in order to develop a coherent strategy and set of plans to achieve outstanding customer relationships, examining business process design, organizational issues, training and motivation issues, and technology specifications. The guide is written by leading customer relationship expert, Philip Grant. Philip has extensive experience in customer service both inside and outside the utility industry. He has worked for service providers and leading management consultancies worldwide in this increasingly critical business area. 'Achieving Excellent Customer Relationships' gives you immediate access to shrewd, insightful, expert advice in this vital field for a mere fraction of the fees that you would be charged by any consultancy. Can you afford to be without it? Is this handbook aimed at people like me?
Achieving Excellent Customer Relationships is written for customer operations VPs, directors and managers in the following organizations:
Electricity supply companies Gas supply companies Water supply companies Multi-utility companies Cable TV companies Telecoms service providers New entrants to the utility markets Recent M&A organizations Plus: Consultancies and professional service organizations Regulatory bodies Systems integrators Software vendors
About the author
Philip Grant has over 25 years' experience in customer service and customer operations both inside and outside the utilities sector. As a management consultant he has led major customer service projects for utilities companies and telecoms operators around the world, including managing assignments in China, Germany, Hong Kong, Italy, Japan, South Africa, Spain, Switzerland and the UK. He has worked with clients on a series of major customer service projects from strategy definition to developing detailed processes providing customer service input to managing billing system selection and developing quality plans. He began his career with BT in 1976 before moving to American Express and working in several European markets. Latterly he was Director of Customer Services at global management consultancy Arthur D Little.
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