TWO GLOBAL FORCES ARE reshaping retail energy markets and the companies that serve them: the rapid advance in electronic technology and the deregulation of electric and gas utility monopolies. The former is enabling changes in energy supply, transmission, distribution, and whole- sale marketing processes, while the latter is changing the retail marketing process for energy. These two energy sector forces, combined with the broader technology innovation of integrated decision processing evolving from enterprise resource planning (ERP) and customer relationship management (CRM) systems, clearly imply that business processes and systems in the retail energy industry are due for massive changes.
展开▼
