Marketing to Midsize-Business Customers: Part 1 - Case Studies: Industry Research

Marketing to Midsize-Business Customers: Part 1 - Case Studies

Published Date: August 2006

Published By: IDC

Page Count: 23

Order Code: R104-27380

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Description

Table of Contents

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Table of Contents
Energy Insights Opinion
Table: Utilities Highlighted in This Perspective
Lessons Learned
Account Representatives
Plans for the future
Long Island Power Authority: account representatives
What drives customer satisfaction with account representatives?
Figure: Drivers of Satisfaction with Account Rep Performance
Figure: Account Rep Follow-Through - Performance Vs. Satisfaction
Proactivity
Familiarity with the customer's business
Figure: Account Rep Proactivity - Performance Vs. Satisfaction
Figure: Familiarity with the Customer's Business - Performance Vs. Satisfaction
Dedicated Phone Representatives
Salt River Project: phone representatives
LG&E Energy's Business Service Center
Business customers' expectations for call center performance
Call center-drivers of satisfaction
Figure: Drivers of Satisfaction with Call Center Performance
Call center-sensitivity of satisfaction to specific performance levels
Figure: Characteristics of Call Center Representatives - Performance Vs. Satisfaction
Figure: Total Time on Phone - Performance Vs. Satisfaction
Figure: Hours of Availability for Call Center Representatives - Performance Vs. Satisfaction
Long Island Power Authority: business call center
Online Services
Wisconsinpublicservice.com
Results
Email Marketing
Salt River Project: email alerts
Notes
Synopsis

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