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Utilities must balance capital investment and operations and maintenance (O&M) costs and adopt equipment and technologies in a manner that best serve customer needs while meeting reliability needs and regulatory objectives. Even so, the final stage of the process—reaching customers—is the hardest part to get right.
He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. “Organizations make many mistakes when selecting a customerrelationshipmanagement solution.
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