Is the Internet Key to Serving Your "Best" Residential Customers Differently?

Like other businesses, electric utilities would like to serve their best customers differently to boost satisfaction and encourage additional buying. But with regulatory and public policy constraints on cross subsidization, this is a challenge. We think part of the answer lies in addressing not just what products and services to offer to customers, but how and when they are delivered and marketed. Specifically, in this report, we present some ideas on using the Internet and communications technology to enhance the convenience of services, and enable greater personalization of services and marketing messages.