CRM in the Energy Market: Customer Relationship Management in Commodity Industries Using the Example of an Energy Service Provider

Manuela Künzel () and Lutz Lohse ()

A chapter in Commodity Marketing, 2022, pp 365-390 from Springer

Abstract: Abstract In recent years, the energy industry has undergone fundamental changes. Until liberalisation in 1998, the German energy market was divided into regional territorial monopolies. Every energy supply company (Energieversorgungsunternehmen, EVU) had statutory monopoly rights in historically developed regions. Customer orientation played a subordinate role, as consumers were bound to the suppliers’ conditions. Switching energy suppliers was not possible for customers, meaning that concepts for customer acquisition, retention and recovery were not necessary for enterprises until the liberalisation of the electricity market.

Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-030-90657-3_20

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DOI: 10.1007/978-3-030-90657-3_20

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