Customer Intelligence in Existing Customer Management
Starting Point
Price transparency, low barriers to switching and predatory competition – these are the main challenges energy suppliers have to overcome. The retention of new and existing customers and thus preserving the most valuable asset is a critical success factor in competition. Based thereon, the strategic objective of one of the world’s largest private electricity and gas businesses, leading in Germany, thus is: Do not lose more private customers than can be won, i.e. avoid terminations by customers.