Energy & Utilities: Customer Relationship Management
Description
Explores customer segment identification, the decision journey, CRM technology, customer engagement, and digital experiences in the energy sector.
Learning Objectives
Prepare learners to design and implement segment-aware, digital-first customer experience and CRM strategies tailored to the energy utility context, driving engagement and satisfaction.
Topics (7)
Residential, commercial, industrial, and high-tech (e.g., data centers); persona design for engagement.
Awareness, consideration, purchase, use, support cycles in the context of energy services and products.
UI/UX, mobile platforms, self-service portals, personalization, accessibility, and cloud experience.
Voice of customer programs, analytics, usage data integration for customer-driven enhancements.
Mobile tools, work order management, scheduling, dispatching, and service tech enablement.
Design and rollout of cutting-edge customer engagement and utility programs.
CRM vendors, use cases, integrations with billing, smart metering, and service systems.