Energyforum
Customer Lifetime Value Maximation for Utilities -Benchmarks, Visions and Solutions
1-2 October 2008, Vienna
Managing and Benchmarking cost to serve:
Cost to serve - benchmarking
Cost to serve- management
To reduce the cost to serve
CRM/CIS billing solutions
Software and processes
Customer handling (call centres)
E-retailers
What is the real software solution? Under what condition does software sell work?
Cases of low cost retail models.
CRM/billing - transformation
When does it work?/not work?
Visionary
Opportunities for synergies through partnership between telecom/finance and energy retail. Gimmicks, loyalty schemes and partnership.
Customer Loyalty
Achieving cost effective customer service
Loyalty schemes and affinity schemes - cases and experiences
Predicting and responding to customer disloyalty signals
Cases of winning customers
Pricing
Dynamic pricing - market based tariffs
Tariff related customer communication
Smart meter related tariffs
Demand-response pricing
Pricing extras (gimmick) such as cash back, no
pay for birthday, gifts, price guaranties, combined offers, time offers.
Your Facilitators:
• VaasaETT - Dr Philip Lewis
• Capgemini - Mario van Essen
• Affinity Solutions
• A selection of Utilities
The Participants:
Invited senior executives of European utilities, including CFO’s CIO’s, Marketing Executives, Customer Service Executives and senior Strategists.
