安永关于CRM的咨询报告.pdfVIP

CRM utilities survey point of view by Robert E. Welch and Jon Chang What Do Utilities Really Know About Customers? Key findings from a Customer Relationship Management survey recently completed by Cap Gemini Ernst Young on the US market Deregulation patterns keep industries, in fact - are distinguished resurfacing. Shortly after controls are more and more by the service they lifted, prices fluctuate wildly while provide and the relationships they earnings visibility clouds over. Then establish with customers. This reality the price of commodity products and is the basis of Customer Relationship services drops until razor-thin margins Management: technologies, processes are reached. In the process, some and culture changes working together companies remain viable by to maximize the value of a company’s instituting super-efficient operations. customer portfolio through more But the winners pull ahead by effective marketing, sales, and combining efficiency and superior customer service. customer management, and by building new suites of differentiated, profitable, customer-focused services. It’s a predictable paradigm with a predictable message: Leaders in deregulated industries - most CRM, however, can be pretty old to the veterans of the deregulation news to utilities that, in at l