AWWA JOINT53588

AWWA JOINT53588 Hearing the Voice of the Customer--The Must-Catch Wave of Change
Conference Proceeding by American Water Works Association, 01/01/2001

Manning, Alan

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Customer relationship management is the integration of all customer-related applications,such that the customer becomes the focus of the utility. New management philosophies, tools, and software are proliferating, streamlining and promoting improved customer service best practices. This paper discusses emerging trends in customer service including self-service capability, better services electronically, around-the-clock service, increased feedback, reinventing call centers, and simplifying access to information.