A collective effort by leading experts in the utility industry.
Customer Choice is a carefully chosen collection of chapters written by the brightest
minds in the utility industry. These include senior practitioners at utilities, unregulated power
companies and regulatory commissions, as well as academics and researchers who are at the cutting
edge of knowledge about competitive business strategies for retail markets.
To retain and expand market share and profit from available retail margins will require a new
business strategies for your company. Customer Choice has been written with your business needs in mind, offering insights and new ideas for closing sales in the new competitive environment.
AVAILABILITY: This title usually ships within 1 to 2 weeks.
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Prologue- Rene H. Males, Retired President, IES Utilities
Foreword- Richard Cudahy, Judge, U.S. Court of Appeals
Introduction- 1. The Brave New World of Customer Choice
- Ahmad Faruqui, EPRI
J. Robert Malko, Utah State University
Section I: What Is Customer Choice?
- 2. The Open Market Customer
- Clark W. Gellings, EPRI
- 3. Determining What Consumers Really Want
- Ray W. Lawton, National Regulatory Research Institute
Francine Sevel, National Regulatory Research Institute
David W. Wirick, National Regulatory Research Institute
- 4. Using Choice Modeling to Understand Customer Preferences: A Tale of Four Studies
- Kenneth Train, University of California at Berkeley
Michael Rufo, XENERGY, Inc.
- 5 How to Hear the Voice of the Customer
- Lisa Wood, M/A/R/C Research
Sheryl Cates, Research Triangle Institute
Sue Winemiller, M/A/R/C Research
Section II: What Is Driving Customer Choice?- 6. Convergence of Utility Services: Technological Challenges and Opportunities
- Karl E. Stahlkopf, EPRI
- 7. Preparing for Gas/Electric Convergence: Mergers or Alliances?
- Robert J. Michaels, California State University
- 8. Lights out for Regulated Utility Monopolies
- Michael R. Peevey, New Energy Ventures
Section III: What Opportunities Does Customer Choice Create?- 9. Electric Restructuring and Consumer Interests: Lessons from Other Industries
- Robert Crandall, Brookings Institution
Jerry Ellig, George Mason University
- 10. Lessons from the Natural Gas Business
- H. Dean Jones II, Williams Energy Services Group
Section IV: What Strategies Should Energy Service Providers Pursue?- 11. Creating Competitive Advantage by Strategic Listening
- Ahmad Faruqui, EPRI
- 12. Is Anyone Listening?
- Joseph T. Ewing, Procter & Gamble Co.
- 13. Creating Economic Value Through Risk-Based Pricing
- Stefan M. Brown, Christensen Associates
Douglas W. Caves, Christensen Associates
Ahmad Faruqui, EPRI
- 14. A Market-Oriented Approach to Electric Utility Strategy
- Kenneth R. Bartkus, Utah State University
- 15. Managing Customer Choice: Implications from Market Segmentation Research, Theory, and Practice
- David C. Lineweber, Hagler Bailly, Inc.
Kerry N. Diehl, PNR & Associates, Inc.
Patricia B. Garber, EPRI
- 16. Implications of Retail Customer Choice for Generation Companies
- Daniel M. Violette, Hagler Bailly, Inc.
Michael King, Hagler Bailly, Inc.
- 17 Customer Connected Strategies
- Robert E. Wayland, Robert E. Wayland & Associates, Inc.
David E. Jones, Jones Management Consulting
Section V: What Enabling Technologies and Infrastructure Are Needed?- 18. Infrastructure for Customer Choice: Managing the Risk and Cost of Implementation with a Sensible Business Model
- Eric P. Cody, NEES Global, Inc.
- 19. Information: The Key To Unlocking Value from Customer Choice
- Melanie Mauldin, Cell Net Data Systems
Section VI: What Are The Key Market Structure Issues?- 20. Give All Customers the Right to Choose, Immediately
- Kenneth L. Lay, Enron Corporation
- 21. Regulatory Issues in Customer Choice: The Case of Rhode Island
- James J. Malachowski, Rhode Island Public Utilities Commission
- 22. The Role of Power Exchanges in Competitive Electricity Markets
- Becky A. Kilbourne, California Power Exchange Corporation
- 23. Creating Equal Opportunities for All Competitive Electric Service Providers
- Kenneth W. Costello, National Regulatory Research Institute
Epilogue- 24. What's In Our Future
- Ahmad Faruqui, EPRI
J. Robert Malko, Utah State University
- Author Biographies
- Subject Index
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