Project Management

Modeling Customer Service Segments In The Utilities Industry

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Executive Summary

The utilities industry has seen a great deal of consolidation, restructuring, and deregulation of late. Any one of these events has the possibility of negatively affecting the level and quality of service a utility provides to its customers. Customer service ratings in this category have a very strong influence on the overall performance of utility companies, including market growth and stock price. In addition, utility providers have to do more with less (as do most companies these days). Specifically, they are trying to reduce customer service costs while at the same time trying to increase customer satisfaction, provide incremental sales, and assist with collections.

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