CRM in deregulating power markets: Customer service in retail competition


Conference: Metering, Billing, CRM/CIS Africa 2006
Location: Cape Town, South Africa
Presenter: Seun Faluiy
Abstract: In this paper Faluiy outlines the process and application of effecient customer management in deregulated utility regions, using his experience in particular as basis for case-study and practical exampling. In particular Faluyi highlights competition in the electricity industry, full competition, product development, retail competition, the economic debate, the social value of competition, the multiple learning curves, improved customer service and final recomendations.