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| New Market Research Report: Sales and Service Channels in the British B2B MarketFast Market Research recommends "Sales and Service Channels in the British B2B Market" from Datamonitor, now available
Scope of this report: * Firsthand accounts of customers' preferred channels, including quantitative summaries and verbatim responses which provide detailed insight. * Analysis is segmented by industry verticals, company size, and fuel type. Report Highlights: Communication channels are a vital part of the supplier-customer relationship. Customers' needs for communication depend on many characteristics, including contractual arrangements, size, energy spending, and industry sector. Communication frequency is determined by the needs and resources of the customer. ------------------------------------------------------------ Full Report Details at - http://www.fastmr.com/ ------------------------------------------------------------ Choosing an appropriate and effective channel is important for maintaining the right level of communication. Contract renewal is influenced but not determined by customer communications. Suppliers have to add value by delivering extra services in order to aid customer retention. Reasons to Purchase: * What is the impact of specific marketing material on B2B customers when switching their supplier directly? * Through which marketing channels do customers prefer to find out about alternative suppliers? * Why and how are customers communicating with their suppliers? * What impact do communication levels have on customer retention and supplier recommendation? * To what extent are online account options useful and what do customers want to use them for? Partial Table of Contents: OVERVIEW * Catalyst * Summary * Methodology EXECUTIVE SUMMARY * Communications channels are a vital part of the supplier-customer relationship * Customers' communication needs depend on many characteristics * Communication frequency is determined by the needs and resources of the customer * Choosing an appropriate and effective channel is important for maintaining the right level of communication * Contract renewal may be influenced but not determined by customer communications * Suppliers have to add value by delivering extra services to aid customer retention INTRODUCTION * Owing to the financial and economic downturn commercial electricity sales are still falling * Global events have shaken the gas market, leading to steep price rises * Energy suppliers must optimize levels of communication with their customers SALES AND CONTRACTING * B2B energy buyers are not all influenced by their domestic energy buying behavior * The impact of specific marketing information varies between MEUs and SMEs * Different contractual relations influence the choice and impact of supplier communications ACCOUNT MANAGEMENT AND PROPOSITIONS * Frequency of contact varies between MEUs and SMEs depending on their different needs * The majority of reasons for communicating relate to billing and new contract arrangements CUSTOMER SERVICE * Channel options RECOMMENDATIONS AND ASSESSMENT OF RELATIVE IMPACT * Contract renewal may be influenced but not determined by customer communications * The frequency of communication offers little indication of how likely customers are to recommend their supplier FUTURE TRENDS * The rising cost of energy remains the overriding concern for commercial energy buyers * Carbon emissions * Energy management * Billing * Other * What sort of information and help will customers increasingly need from their supplier? APPENDIX * Definitions * MEU * SME * Third-party intermediaries * Methodology * Further reading * Ask the analyst * Disclaimer TABLES * Table: Contract agreement behavior, by contract type FIGURES * Figure: B2B electricity consumption in the UK (GWh), February 2006 to May 2011 * Figure: National Balancing Point month-ahead wholesale gas prices (pence per therm), January 2006 to January 2011 * Figure: Impact of the energy buyer's domestic buying behavior on SME energy contracting * Figure: Influence of specific marketing information on MEUs when switching directly to a new energy supplier * Figure: Influence of specific marketing information on SMEs when switching directly to a new energy supplier * Figure: Influence of specific marketing information on MEUs when switching directly to a new gas supplier * Figure: Influence of specific marketing information on SMEs when switching directly to new gas supplier * Figure: Influence of specific marketing information when switching directly to a new supplier, by industry sector * Figure: Direct vs intermediated contracts * Figure: MEUs receive power/gas bills more frequently than SMEs * Figure: SME power users: "When was the last time you had contact with your supplier? * Figure: SME gas users: "When was the last time you had contact with your supplier? * Figure: SME power users: "What was this contact about? * Figure: SME gas users: "What was this contact about? * Figure: SME power users: "Over what channel was communication established? * Figure: SME gas users: "Over what channel was communication established? * Figure: Do you have access to an online account management facility with your energy supplier? * Figure: If you have access to online account management, how often do you use it for the following transactions? * Figure: If you do not have access to online account management, how often do you think you would use the following functionalities if given a login and password tomorrow? * Figure: On a scale of 0 to 10 with 10 being the easiest, how easy do you find your supplier's online services to use? * Figure: How likely are you to renew your current energy contract? * Full Table of Contents is available at: -- http://www.fastmr.com/ About Datamonitor The Datamonitor Group is a world-leading provider of premium global business information, delivering independent data, analysis and opinion across the Automotive, Consumer Markets, Energy & Utilities, Financial Services, Logistics & Express, Pharmaceutical & Healthcare, Retail, Technology and Telecoms industries. Datamonitor's market intelligence products and services ensure that you will achieve your desired commercial goals by giving you the insight you need to best respond to your competitive environment. View more research from Datamonitor at http://www.fastmr.com/ About Fast Market Research Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available. For more information about these or related research reports, please visit our website at http://www.fastmr.com or call us at 1.800.844.8156. # # # Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available. End
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