Report Describes Present and Future for Customer Relationship Management in Energy Industry

ATLANTA, GA, Oct. 9, 2002 -- What is the current condition of customer relationship management (CRM) in the energy industry, how is it changing, and what tools and tactics should companies employ now to be ready for that future? An in-depth report in the October issue Energy Competition Strategy Report, published by Atlanta-based NHI Publications, offers answers to those crucial questions from several industry experts. The report provides guidance to both regulated and nonregulated energy companies in determining their best CRM strategies in an increasingly deregulated energy environment.

The experts point out that, up to now, many CRM expectations and promises haven't been met. One energy pundit makes a case for changing CRM to CRB, or customer relationship building, noting, "Customers really don't want to be managed."

CRM's disappointing results, according to the report, are due to companies' not understanding what CRM/CRB actually means or what its investment requirements are. For example:

  -- Company goals, objectives and measurements often focus on numbers instead of qualitative and
     quantitative performance relative to CRM/CRB.
 
  -- Employee salaries and incentive programs can be in direct conflict with an effective CRM/CRB
     environment. 

  -- Companies expect and many CRM/CRB vendors suggest that effective CRM/CRB can be solved
     with CRM/CRB software applications, without embracing the philosophy organization-wide. 


      Other articles in October's Energy Competition Strategy Report include:

      -- A review of one customer management software product designed
      to help companies use customer information more efficiently
      with sales and marketing functions. For instance, companies
      can organize different product offerings (electricity and gas
      combined with a discount) into multichannel campaigns.

      -- A recent nationwide survey finds that residential and business
      customers still trust their local utilities -- good news in
      the face of the failure of some businesses to live up to
      appropriate standards. ECSR explores what companies can do to
      sustain the levels of confidence they presently enjoy.

      -- The Georgia Legislature has enacted a new bill giving
      consumers greater protections, while implementing new
      guidelines for marketers and the state's distribution company.
      Why was the bill needed and does it cure the problems it set
      out to correct?

      -- A senior analyst in a large New Jersey utility talks about the
      company's proactive approach to deregulation as it changed
      from a vertically integrated utility to a diversified energy
      organization.

      Free three-month trial subscriptions to Energy Competition Strategy
 Report are available by sending an e-mail with your full mailing address 
to nhi@nhionline.net, calling 800-597-6300, or order online at
www.nhionline.net.

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      CONTACT: NHI Publications
               David Schwartz, 404/607-9500