CS Week 2016 Key Acount Forum Invite Brochure

Monday, April 25 - Friday, April 29, 2016 Phoenix Convention Center | Phoenix, AZ
What is CS Week?
CS Week is the premier annual educational
and customer service conference that serves utility professionals at electric, gas and water/ wastewater utilities across North America and around the world. CS Week provides learning and networking opportunities in support of the utility customer experience lifecycle.
The annual conference features CS Week Key Account Forum, CS Week Executive Summit, CS Week College, CS Week Synergy Groups (including 311 Synergy Group which begins Sunday, April 24) and 60+ workshops focused around the customer experience lifecycle. It o ers the largest Exhibit Hall in meter-to-cash, customer service-related and Devices, Data & Analytics products and services. Register today for CS Week 40 at www.csweek.org.
CS Week celebrates its 40th conference in 2016. Join us, meet utility leaders like yourself and learn how others are facing similar operational and strategic challenges.
Tuesday and Wednesday | April 26-27, 2016 Phoenix Convention Center | Phoenix, AZ
You are cordinally invited to this two-day meeting which provides educational enrichment for utility management of Key Account programs.
Tuesday and Wednesday | April 26-27, 2016 Phoenix Convention Center | Phoenix, AZ
The CS Week Key Account Forum is designed to meet objects of value to you and your utility:
• Support the advancement of knowledge regarding the management and maintenance of relationships with Key Accounts;
• Enhance skills in the marketing and sales aspects;
• Develop content applicable to all utilities; and
• Provide a networking opportunity that will be supplemented with other community aspects such as LinkedIn and webinars.
Key focuses of the program include:
• Customer satisfaction improvement;
• Account management techniques;
• Channel management for large accounts;
• Cultivating a sales environment at a utility;
• Best practices in marketing and sales (both in the industry and outside);
• CRM systems;
• Segmentation and selection;
• Using 3rd party data to enhance demographics; and
• Enhance the development of great Key Account managers.
Registration for Key Account Forum is $595. The full registration fee includes admission to sessions and social functions on Tuesday and Wednesday, April 26-27, 2016. Utility attendees may attend CS Week Conference 40 for an additional $395.
To register for this event and reserve your VIP hotel accommodations at the Sheraton Phoenix Downtown, contact: Shelley Carter, Key Account
Forum Manager at [email protected] 903-893-3214 o ce | 903-821-8647 cell
Mark Your Calendar
April 26-27, 2016
Phoenix Convention Center | Phoenix, AZ
PRESORTED FIRST CLASS U.S. Postage PAID
CS WEEK
2612 W Lamberth Rd, Ste 300 | Sherman, TX 75092-5183 | 903-893-3214 o ce | 903-821-8647 cell | www.csweek.org/web/KeyAccountForum


This two day, by-invitation-only educational venue for utility executives explores current issues, trends and challenges faced by those who manage key account programs.
Tuesday, April 26, 2016
Meeting Customer Needs through Portals and other Customized Interfaces
Sharon Simpson, Key Manager, Large Account Services, PECO Utilities have developed specialized customer portals
that encourage easy sharing of information and content between your customers and the key account managers in your organization. Essentially, the information gathered and analyzed from a customer portal allows companies to better aggregate insightful data that supports the production of customer-centric products and services.
Voice of the Customer
Facilitator: David Werth, Commercial and Industrial Segment Manager, APS
National Account Panel, TBA
A panel of local large customers will be present to provide their perspective on what they expect from their account manager as well as the utility. Time will be allotted for audience questions.
Transforming Customer Satisfaction Survey Results into Meaningful Action
Rob Litzenberger, Director, Customer Relations, Fortis Alberta Yvonne Brouwers, President & CEO, Illumina Research Partners
How do you transform customer satisfaction survey results into initiatives (internally and externally) and actions that are meaningful to customers? This session will delve into this topic.
Asking Large Customers to Advocate for Various Initiatives
Karl Stanley, Vice President, Commercial Operations, NIPSCO
There has been a lot of conversation over the past several years about asking large customers to advocate for various initiatives. It will be good to hear how this is working for other companies.
Wednesday, April 27, 2016
“Take Two Tablets.” Use of Various Mobile
Devices by Key Account Reps
Michael Williams, Principle Manager, Key & National Accounts, C&I Segment, Southern California Edison
Across America, the use of iPhones, Droids, tablets and laptops has grown for sta who manage key accounts. This session discusses the current use of these devices and how they can augment our key account managers in meeting customers’ needs.
Key Account Strategies - Delivering Exceptional Service through a Quality Account Plan
Steve Friedland, General Manager, Major Account Services, DTE An e ective key account strategy is critical to delivering
exceptional customer service. This session will explore best practices in developing a key account plan that is crucial to a quality key account strategy.
Approaches to the Middle Market
Patricia Beecherl, Director of Business Customer Strategies and Planning, Consumers Energy
Approaching the middle market, speci cally small industrial and various sizes of commercial customers, o ers challenges and opportunities. Interact with other utilities to learn how they support these important customers.
Managing Demographic Risks: An Aging
Workforce Prompts Business Change
Ed Zazzali, Regional Manager, Large Customer Support, PSE&G New Jersey
Demographics are changing rapidly, and the average age of utility sta is getting older every year. This session addresses the graying of our key account sta . The presenter will discuss how progressive companies are addressing this evolution.
www.csweek.org/web/KeyAccountForum
Wednesday, April 27, 2016
Round Tables on Hot Topics Mark Wyatt, CS Week Board Member
The nal session will be a Round Table format covering Hot Topics developed by the attendees during their past two days’ conversations, plus using input from
the rst session, “Top of Mind Issues.” As a discussion springboard, the Steering Committee has suggested the following topics based on their review of this year’s sessions:
• Are new technologies changing the way key account managers interact with their customers?
• Is it advantageous to ask key account customers to advocate for utilities on environmental or policy issues that will impact various aspects of services that utilities will be providing?
• How can the key account function provide value- added services to middle market customers without negatively impacting its primary customer base?
• In what ways are key account managers leveraging technology (mobile, tablets, etc.) to deliver enhanced service to their customers?
• With the vast amount of internal and external data available to utilities, how are key account managers leveraging it to deliver improved customer service?
Audio-Visual Services for Key Account Forum sponsored by:
CS Week Research Benchmarking Survey sponosored by:
Meet your 2016
Key Account Forum Chairperson
With 16 years’ experience,
Chris Laird is the Director of Business Customer Experience at Consumers Energy, a combination utility serving
3.5 million customers in all 68 counties of southwest Michigan.
Tuesday, April 26, 2016
Chris Laird
Top of Mind Issues
Chris Laird, Director of Business Customer Experience, Consumers Energy
Attendees are asked to introduce themselves to the group and share their three top of mind issues. An email will be sent to attendees prior to the start of the Key Account Forum in preparation for this interactive session.
Leveraging Support Sta to Provide Enhanced
Customer Service
Dan Tunnicli , Principal Manager, Strategic Customer Solutions, Southern California Edison
The amount of time key account managers have to spend on the lifecycle of activities (account plan development, rate studies, new construction, etc.) in support of their assigned customers is signi cant. This session will provide insight on how utilities are leveraging back o ce support sta , such as centers of excellence, to support the key account manager.
Networking Reception and Dinner The Heard Museum, Phoenix
6:15-9 pm
Meet buses at Sheraton Hotel for transportation to Reception & Dinner