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KEY ACCOUNT PROGRAM

5/14/2012. Key Account Program. INTRODUCTIONPURPOSE OF THE PROGRAMWHO ARE KEY ACCOUNTSCUSTOMER SEGMENTATIONHOW DO KEY ACCOUNT REPRESENTATIVE'S ACCOMPLISH THEIR JOB FUNCTIONSTYPICAL WORK ASSIGNMENTSLOOKING INTO THE FUTURECONCLUSIONS. 5/14/2012. TO PREPARE FOR A FUTURE COMPETITIVE MARKET PLAC

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KEY ACCOUNT PROGRAM

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    1. 5/15/2012 KEY ACCOUNT PROGRAM RUDY MOLLEDA, P.E. DIRECTOR OF CUSTOMER CARE

    2. 5/15/2012 Key Account Program INTRODUCTION PURPOSE OF THE PROGRAM WHO ARE KEY ACCOUNTS CUSTOMER SEGMENTATION HOW DO KEY ACCOUNT REPRESENTATIVE’S ACCOMPLISH THEIR JOB FUNCTIONS TYPICAL WORK ASSIGNMENTS LOOKING INTO THE FUTURE CONCLUSIONS

    3. 5/15/2012 TO PREPARE FOR A FUTURE COMPETITIVE MARKET PLACE IN WHICH CUSTOMERS WILL HAVE THE FREEDOM TO CHOOSE ELECTRIC SUPPLIERS, ESPECIALLY LARGE COMMERCIAL AND INDUSTRIAL CUSTOMERS IN OPT-IN AREAS ONE MAJOR CUSTOMER CAN REPRESENT A SIGNIFICANT PORTION OF A PUBLIC POWER UTILITY’S LOAD. THEREFORE, RETAINING MAJOR COMMERCIAL AND INDUSTRIAL ACCOUNTS MUST BE A HIGH PRIORITY FOR OUR RESPECTIVE UTILITY SYSTEMS. RESEARCH HAS PROVEN THAT A WELL RUN KEY ACCOUNTS PROGRAM CAN ADD VALUE TO A UTILITY’S SERVICES, AND GREATLY ENHANCE CUSTOMER RELATIONSHIPS. Introduction- Need for Program

    4. 5/15/2012 Purpose/Benefits of the Program ESTABLISH BUSINESS RELATIONSHIPS WITH CUSTOMERS. INCREASE CUSTOMER LOYALITY AND RETENTION. DETERMINE CUSTOMER WANTS AND NEEDS. ESTABLISH A SINGLE POINT OF CONTACT WITH THE UTILITY. KEY ACCOUNT REPRESENTATIVE IS THE CUSTOMER’S ADVOCATE WITH THE UTILITY. HANDLE CUSTOMER’S REQUESTS SUCH AS BILLING QUESTIONS, RATE ISSUES, OUTAGES(PLANNED AND UNPLANNED) LOOK FOR WAYS TO PARTNER WITH THE CUSTOMERS

    5. 5/15/2012 Who are Key Accounts? THERE ARE MANY DEFINITIONS IN THE INDUSTRY. SOME ARE BASED ON LOAD 500 kW, 1000 kW, 3 PHASE SERVICE USING A PADMOUNT TRANSFORMER. SOME ARE BASED ON ANNUAL REVENUE, OR AGGREGATED ANNUAL REVENUE. YOU DETERMINE WHO ARE YOUR KEY ACCOUNTS ACCORDING TO THE CRITERIA THAT BEST FITS YOUR SYSTEM, SOME ADDITIONAL FACTORS TO CONSIDER COULD BE: POLITICAL OR MUNICIPAL BUILDINGS OR FACILITIES.

    6. 5/15/2012 Customer Segmentation by Market Segments 1.) MARKET SEGMENTS MILITARY/GOVERNMENTAL - 100 EDUCATION - 200 HEALTH CARE - 300 RETAIL/MALLS - 400 LODGING (HOTEL/MOTELS) - 500 BANKING/INSURANCE - 600 COMMERCIAL BUILDING - 800 FOOD SERVICE FACILITIES - 1100 MANUFACTURING - 1300 DEVELOPERS - 1400 SUBURBAN CITIES - ----

    7. 5/15/2012 Customer Segmentation by Education 2) EDUCATION 221 ALAMO COMMUNITY 231 NORTH EAST 222 ALAMO HEIGHTS 232 NORTHSIDE 223 BOERNE 233 RANDOLPH 224 EAST CENTRAL 234 SAN ANTONIO 225 EDGEWOOD 235 SCHERTZ/CIBOLO 226 FT. SAM 236 SOMERSET 227 HARLANDALE 237 SOUTH SAN 228 JUDSON 238 SOUTH SIDE 229 LYTLE 239 SOUTHWEST 230 MEDINA VALLEY

    8. 5/15/2012 Customer Segmentation by Healthcare 3) HEALTHCARE 321 BAPTIST HEALTH CARE 322 METHODIST HEALTH CARE 323 SANTA ROSA/INCAR. WORD 324 STATE CHEST/MENTAL HR 325 VENCOR 326 UNIVERSITY HEALTH SYSTEM 327 UTHSC 328 AUDIE MURPHY MEM. 329 NIX HEALTHCARE SYSTEM

    9. 5/15/2012 Customer Segmentation by Customer TOP 25 - SLP RATE WHICH REQUIRES CUSTOMER TO HAVE 2 LOADS GREATER THAN 5,000 kW NEW PROJECTS CAN BE ADDED, ASSIGNED EITHER BY MARKET SEGMENT SOME UTILITIES USE SIC CODES TO SEGMENT CUSTOMER MARKETS.

    10. 5/15/2012 How do Key Account Representatives Accomplish Their Job Functions? FACE TO FACE CUSTOMER MEETINGS JOIN ORGANIZATIONS/ASSOCIATIONS THAT YOUR CUSTOMERS BELONG TO: CHAMBER OF COMMERCE NORTHEAST PARTNERSHIP ROTARY CLUB TRADE ASSOCIATIONS SUCH AS: SAN ANTONIO MANUFACTURES ASSOCIATION HOTEL/MOTEL ASSOCIATIONS BUILDING OWNERS AND MANAGERS ASSOCIATION INTERFACE WITH OTHER AREAS OF THE UTILITY ON BEHALF OF CUSTOMER. KNOW YOUR CUSTOMER’S BUSINESS, HOW ENERGY IS UTILIZED IN THEIR BUSINESS AND THE VALUE OF ENERGY TO THEIR BOTTOM LINE. MAINTAIN UP TO DATE ACCOUNT PLANS ON MAJOR CUSTOMERS. UTILIZE THE RESOURCES OF THE UTILITY TO SOLVE CUSTOMER PROBLEMS.

    11. 5/15/2012 TYPICAL WORK ASSIGNMENTS BILLING INQUIRES RATE ANALYSIS POWER QUALITY ISSUES - VOLTAGE FLUCTUATIONS SCHEDULE OUTAGES PULSE METER INSTALLATIONS PROVIDE CUSTOMER REQUESTED INFORMATION CONSUMPTION HISTORY OUTAGE INFORMATION TRANSFORMER LOADING COORDINATE CUSTOMER EXPANSION PROJECTS CONDUCT CUSTOMER SURVEYS CONSULT WITH CUSTOMER ON ENERGY UTILIZATION MAINTAIN CUSTOMER CONTACT DATABASE HANDLE UNSCHEDULED OUTAGES

    12. 5/15/2012 IN THE FUTURE DISTRIBUTED GENERATION PROJECTS OF 25 kW OR LESS. RFQ - ENERGY MANAGEMENT SERVICES AND ENERGY SAVINGS PERFORMANCE CONTRACTS. LED PROJECT FOR TRAFFIC LIGHTS WITH THE CITY TRANSITION INTO MORE OF A SALES ORGANIZATION FOR NEW PRODUCTS /SERVICES AND FOR ELECTRIC AND GAS SALES.

    13. 5/15/2012 CONCLUSIONS A KEY ACCOUNT PROGRAM CAN HAVE A VERY POSITIVE IMPACT ON YOUR LARGE COMMERCIAL/INDUSTRIAL CUSTOMERS. KEY ACCOUNT REPRESENTATIVES NEED TO HAVE A LARGE BREATH OF UTILITY AND ENERGY KNOWLEDGE. KEY ACCOUNT PROGRAM SUPPORTS PUBLIC POWERS COMMITMENT TO THE COMMUNITY BY SUPPORTING VARIOUS CIVIC ORGANIZATIONS AND EVENTS. PREPARES UTILITY FOR THE NEW MARKET AND INCREASED CUSTOMER EXPECTATIONS.

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