Voice of the customer: Why utilities should embrace a customer-centric business model to succeed in a smart grid world

July 2012

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At a glance

With the advent of smart grids, power and utility companies must go beyond the usual interaction of bill pay, responding to services outages, and starting or stopping services and adopt a customer-centric business model.

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Most customers today use electricity, receive a bill, and pay it. Interaction with the utility is typically limited to a request for starting or stopping service, alerting the utility when there is a service outage, and an occasional billing inquiry. But that is changing.

With the advent of smart grids, power and utility companies must go beyond the usual customer interaction and adopt a customer-centric business model.

Additional reading:

• Listening to the heartland: Insights into a customer-centric strategy for the smart grid