From Data to Decisions: The Power of Key Account Research for Utilities

Understanding utility key account customer needs and preferences is crucial for developing effective strategies and long term relationships. Maureen Russolo (Senior Director, Utilities Intelligence at J.D. Power), emphasizes the importance of these insights in helping utilities prioritize areas of focus to deliver enhanced customer experience. By leveraging key account customer insights, utilities can ensure they are meeting the demands of this important customer segment.

The J.D. Power Key Account Research Program is a pivotal resource for utilities aiming to improve their major account strategies. Kristen Bianco (Regional Manager, Major Accounts at American Water) outlines how the insights gathered from this program have been instrumental in shaping their approach. The program focuses on exploring key account experiences such as relationship quality, needs and expectations, program and service feedback and more. These insights confirm whether utilities are on the right track and highlight areas needing improvement.

The conversation between Maureen Russolo and Kristen Bianco underscores the vital role of customer insights in shaping utility strategies. By leveraging data from the J.D. Power Key Account Research Program, American Water has been able to implement strategic actions that improve customer satisfaction, enhance crisis communication, and operationalize insights for better engagement.

The importance of maintaining strong relationships with key customers cannot be overstated, as it paves the way for utilities to become trusted partners rather than mere service providers. As the utility industry continues to evolve, those who prioritize customer insights and relationships will undoubtedly lead the way.

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