该项目包含三个主要目标: 确定其他相关组织的客户关系最佳实践； 确定内部绩效跟踪和外部比较的指标； 开发工具，使水务公司能够改善客户关系 最终目标是提高客户满意度和使用效率。 该方法涉及五项基本任务: 确定关键的客户关系流程； 收集并验证客户关系指标和实践； 确定客户关系最佳实践； 开发网络工具包；和 通过研讨会和书面报告传达调查结果。 我们的方法是从内部和外部记录最佳实践和相关指标 在水务行业之外，提供尽可能广泛的实践 由水工业提供。 为了确定高性能的公用事业公司和其他组织，我们开发了多方面的 性能指标比较框架。该框架包括内部和外部两部分 项目团队选择的每个目标客户关系流程的外部措施。 衡量标准包括服务、生产率和成本指标。我们开发了全面的数据 与这些指标相关的定义，以便公用事业公司可以输入可比较的数据。 为了收集原始和可比数据，我们进行了几项独特的调查和服务 在我们参与的公用事业公司中进行测试，包括客户调查。对报告的反馈 在最终确定调查之前，将考虑调查，包括定义 全面发布。 我们的内部和外部绩效指标框架提供了强大的 比较公用事业公司客户关系绩效，并确保服务 由最终客户衡量。表现出高内部绩效的公司 客户满意度和有效的技术将被确定为“最佳表现者” 在最佳实践探索期间，我们将调查并访问其中一些表现最佳的公司 了解更多关于他们获胜策略和实践的信息。 我们方法的一个关键要素是开发一个基于网络的工具包，旨在帮助 识别客户关系改善机会、评估客户 关系绩效，衡量一段时间内的绩效以及与他人的对比，并发现 客户团队领导者成功实施的改进想法 关系

This project contains three primary objectives: to identify customer relations best practices from other relevant organizations; to identify metrics for both internal performance tracking and external comparison; to develop tools that will enable water utilities to improve customer relations, with the ultimate goal of improving customer satisfaction and utility efficiency. The approach involves five basic tasks: identify key customer relations processes; collect and verify customer relations metrics and practices; identify customer relations best practices; develop a web toolkit; and, communicate findings via workshops and written reports. Our approach is to document best practices and associated metrics from both within and outside the water industry, providing the widest possible set of practices that can be accessed by the water industry. To identify high-performing utilities and other organizations, we have developed a multifaceted performance metric comparison framework. This framework includes internal and external measures for each target customer relations process selected by the project team. Measures include service, productivity, and cost metrics. We developed comprehensive data definitions related to these metrics so that utilities can enter comparable data. For gathering original and comparable data, we have piloted several unique surveys and service tests, including a customer survey, among our participating utilities. Feedback on the surveys, including definitions, will be taken into account prior to finalization of the surveys for general release. Our framework of internal and external performance metrics provides a powerful comparison of utility customer relations performance, as well as ensuring that service is measured by the end-customer. Companies exhibiting high internal performance, high customer satisfaction, and effective technologies will be identified as "best performers." During best practice discovery, we will investigate and visit some of these best performers to learn more about their winning strategies and practices. A key element of our approach is the development of a web-based toolkit designed to assist utilities in identifying customer relations improvement opportunities, assessing customer relations performance, measuring performance over time and against others, and discovering ideas for improvement that have been successfully implemented by leaders in customer relations.