ATLANTA, July 14, 2004 (PRIMEZONE) -- Traditionally, "key account" customers were identified as electric or gas utility's largest industrial users, but no longer are these large energy consumers the only customers assigned an individual account manager by their utility. More utilities now segment their key accounts into different groups, from mid-tier retail up to the largest industrial classifications, according to Chartwell's latest research report: The Chartwell Report on Key and Managed Account Programs 2004.
The Chartwell Report on Key and Managed Account Programs 2004 depicts how utilities define and manage customer accounts that are assigned an individual account manager. Chartwell, in its latest industry research, found that individual account managers are viewed as the most effective way to communicate and satisfy large commercial and industrial users; therefore, the programs have been widened at some utilities to include customers beyond the traditional industrial customers.
"Utility companies continue to seek the best, most efficient way to serve their large commercial and industrial accounts," says L. Dennis Smith, director of editorial and research for Chartwell Inc. "Account managers are tried and true, yet utilities need to know how their program stacks up against industry peers. How many accounts should each manager handle? What are the best ways to identify key and managed accounts? What kinds of support do account managers typically receive?
"With this report we have attempted to answer those questions and more," Smith says.
The Chartwell Report on Key and Managed Account Programs 2004 also explains how utilities with key accounts programs offer special customer service lines and provide other services, Chartwell reports. In-depth case studies provide real-life examples of marketing and sales initiatives as well as industry trends and best practices.
The Chartwell Report on Key and Managed Account Programs 2004 offers an industry analysis with charts and graphs and seven case studies on key accounts programs at municipal, investor-owned utilities and cooperatives. In addition, the report offers snapshots of dozens of other utility programs, including number of accounts handled and defined criteria for targeting a key or managed account.
This all-new publication is available to non-members for $795. For subscription and membership information, call (404) 237-9099, or call (800) 432-5879. A free table of contents can be downloaded at www.energylibrary.com. Press contact: Dennis Smith.