In previous Unit, you have studied about the basic principles of management. You have learnt that the socio-economic justification for the existence of any organisation lies in the value it creates for the society in which it exists. For commercial and public service organisations, including public utilities like power, water and transport, this justification translates into creation and delivery of customer value in relation to the expectations of the customers.Power companies which meet the requirements of its consumers manage to survive while those caring for their convenience grow. The gap between customer expectations and actual performance levels of the power companies defines the level of customer satisfaction. In this unit we begin by exploring the concept of customer satisfaction. We also describe the critical importance of creating a satisfied customer for any growth oriented organisation.
Generating a customer base and keeping it satisfied is the prime objective of any organisation engaged in creating economic value. The entire endeavour of developing, maintaining and managing lasting and responsive relationship with the customers, so as to ensure their loyalty to the organisation is knownas customer relationship management (CRM).You may have realised that the growing facilitation in data and network management afforded by the rapid developments in Information and Communication Technologies has proved a great support to organisations engaged in meaningful CRM. This enables the organisations to keep track of customer orders, their movement, shifts in demand pattern and the like. You will learn about this aspect in the course BEE-002 on Energy Management and IT Applications.
Various tools are used for CRM and the IT applications that facilitate good CRM. You will learn about the processes used for conducting customer satisfaction surveys and making use of information from the surveys to serve customers better. Development of a customer index enables us to have an objective and complete data. It can be used to create consumer profiles, including complaints made, redressal and feedback.Consumer index and resultant profiles can then be used by an organisation to assess the profitability of different target segments and identify variations in consumption profile on key parameters, and the variations on identified key parameters. Such indexes enable large, geographically dispersed organisations like public utilities to have a continuous tracking of customer satisfaction ratings across different locations as well as across different customer segments, i.e., retail segment, the industrial segment, the official/corporate segment etc. In this unit, we shall also familiarise you with the development and application of a customer index.In the next unit, we shall discuss how to involve customers in improving the management of power utilities.
Generating a customer base and keeping it satisfied is the prime objective of any organisation engaged in creating economic value. The entire endeavour of developing, maintaining and managing lasting and responsive relationship with the customers, so as to ensure their loyalty to the organisation is knownas customer relationship management (CRM).You may have realised that the growing facilitation in data and network management afforded by the rapid developments in Information and Communication Technologies has proved a great support to organisations engaged in meaningful CRM. This enables the organisations to keep track of customer orders, their movement, shifts in demand pattern and the like. You will learn about this aspect in the course BEE-002 on Energy Management and IT Applications.
Various tools are used for CRM and the IT applications that facilitate good CRM. You will learn about the processes used for conducting customer satisfaction surveys and making use of information from the surveys to serve customers better. Development of a customer index enables us to have an objective and complete data. It can be used to create consumer profiles, including complaints made, redressal and feedback.Consumer index and resultant profiles can then be used by an organisation to assess the profitability of different target segments and identify variations in consumption profile on key parameters, and the variations on identified key parameters. Such indexes enable large, geographically dispersed organisations like public utilities to have a continuous tracking of customer satisfaction ratings across different locations as well as across different customer segments, i.e., retail segment, the industrial segment, the official/corporate segment etc. In this unit, we shall also familiarise you with the development and application of a customer index.In the next unit, we shall discuss how to involve customers in improving the management of power utilities.
This unit emphasizes the essence of customer satisfaction for organizational growth. Linking it with Time Tracking Software, its role in managing customer success relationships and work allocation enhances service delivery. Efficient time management aids in meeting and exceeding customer expectations, a key aspect in nurturing a satisfied customer base for sustainable growth.
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