Customer service and marketing on the internet. Final report
- Hummel Consulting, San Jose, CA (United States)
In a more competitive future successful utilities will need to embrace the communications media thai their customers find most useful and convenient. For a small, but rapidly growing number of customers, online communication is the medium of choice, and many utilities are beginning to explore how they can use the Internet to better interact with these customers. Over the next several years, this exploration will lead some utilities to implement more sophisticated services in order to increase the value they provide to their customers while reducing marketing and customer-service costs. The background information and recommendations provided in this report should help utilities achieve more rapid results from their Internet activities, no matter what their level of involvement.
- Research Organization:
- Electric Power Research Inst. (EPRI), Palo Alto, CA (United States); Hummel Consulting, San Jose, CA (United States)
- Sponsoring Organization:
- Electric Power Research Inst., Palo Alto, CA (United States)
- OSTI ID:
- 137363
- Report Number(s):
- EPRI-TR-105664
- Resource Relation:
- Other Information: PBD: Nov 1995
- Country of Publication:
- United States
- Language:
- English
Similar Records
Plenary session D: New pricing paradigms--from cost-based to market based; What will customers expect from their energy service providers in a liberalized market?
WWREX: A case study in the development of Internet E-Commerce in the energy industry