AWWA JOINT53588

Customer relationship management is the integration of all customer-related applications,such that the customer becomes the focus of the utility. New management philosophies, tools, and software are proliferating, streamlining and promoting improved customer service best practices. This paper discusses emerging trends in customer service including self-service capability, better services electronically, around-the-clock service, increased feedback, reinventing call centers, and simplifying access to information.