DERIVING CUSTOMER SATISFACTION THROUGH CUSTOMER RELATIONSHIP MANAGEMENT IN PUBLIC UTILITIES

Abstract

Today customer relationship management is still utilized most frequently by companies that rely much on customer service and technology, the three main sectors of business that rely most heavily on customer relationship management and use it to great advantage are financial services, variety of high technology corporations and the telecommunications industry.Despite the important roles played by public utilities in economic development in Africa and being major companies in supplying services as a monopolies, performance is still very poor, therefore resulting in low customer satisfaction.