Research Article
A Review of Customer Management Tools: The Energy Industry
@INPROCEEDINGS{10.1007/978-3-642-19322-4_8, author={Georgia Asimakopoulou and Yiannis Papagrigorakis and Aris Dimeas and Petros Aristidou and Nikos Hatziargyriou}, title={A Review of Customer Management Tools: The Energy Industry}, proceedings={Energy-Efficient Computing and Networking. First International Conference, E-Energy 2010, Athens, Greece, October 14-15, 2010, Revised Selected Papers}, proceedings_a={E-ENERGY}, year={2012}, month={10}, keywords={Electricity retail companies customer management Customer Relationship Management (CRM) systems}, doi={10.1007/978-3-642-19322-4_8} }- Georgia Asimakopoulou
Yiannis Papagrigorakis
Aris Dimeas
Petros Aristidou
Nikos Hatziargyriou
Year: 2012
A Review of Customer Management Tools: The Energy Industry
E-ENERGY
Springer
DOI: 10.1007/978-3-642-19322-4_8
Abstract
In a deregulated electricity market, as the one formed by the current developments in the regulatory framework, where the electricity customers are able to choose their supplier freely, energy companies are expected to be more and more competitive, while changing the focal point of their activities from the traditional production-centered to a customer-centered. As part of this customer-centric evolution, energy companies are focusing their attention on software platforms that support closer customer relationships, enhance customer service, and reduce costs. Customer Relationship Management (CRM) constitutes a very attractive solution for addressing their customer management requirements. The present paper describes the tools incorporated in such a system and additional tools necessary for tackling future challenges.