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Biographies: 
Gary Hayes
Vice President,
Retail Operations
TXU Energy
| Gary Hayes is the vice president of retail operations for TXU Energy and is the program manager for the Retail Operating Marketing Platform (ROMP) SAP implementation. Gary has 29 years of utility experience, which includes 18 years working for an electric utility, nine years of consulting on SAP implementations for utilities and two years working for one of the largest electric retail companies in the United States. | | 
Warren B. Causey
Vice President
Sierra Energy Group | A researcher, writer and technology consultant for more than 30 years, Warren Causey has specialized in the utility industry since 1992. He is author of more than 25 books and his articles (by the hundreds) have appeared in the pages of leading utility industry publications. He has worked as principal-in-charge for a variety of major utility projects, including IT Performance evaluation and gap analyses for Florida Power & Light, Nstar, Xcel Energy and others. And he has headed research/consulting projects for numerous utilities and vendors, including SAP. | | 
Maureen Coveney
Industry Director,
Utilities
SAP America, Inc.
| Working with utility customers and industry stakeholders, Ms. Coveney leads industry-focused initiatives and promotes SAP's utility solutions through thought leadership activities. Prior to joining SAP, Ms. Coveney served as the Vice President of Product Management and Marketing for OSIsoft, where she was responsible for the overall product lifecycle, corporate communications, development of marketing campaigns and related business strategy, and OSIsoft’s Strategic Influence Group. Prior to her work at OSIsoft, Ms. Coveney was a Division Manager for SAIC / Data Systems & Solutions (DS&S), where she lead a team focused on developing and delivering asset management and mobility solutions for the energy industry. Ms. Coveney began her professional career at General Electric, where she worked in nuclear reactor modification designs and in performing advanced computational analyses for GE’s existing fleet and advanced design boiling water reactors. Ms. Coveney received her Undergraduate Degree from UC Berkeley in Nuclear and Mechanical Engineering, and her Graduate Degree from UC Berkeley in Nuclear Engineering. | | | | |
Learn how CRM can improve customer experience
and your utility’s operational efficiency Utilities today are under increased pressure to improve the customer experience, provide energy solutions that benefit the customer, and concurrently trim operations. A CRM system allows utilities to dramatically change the way they interact with their customers, enabling improved exchange of information and ultimately, improved relationships. On this webcast, you will learn how one of the largest retail providers in the Texas Competitive Market, TXU Energy, approached their CRM implementation, which they see as critical to their success. They will detail their decisions and actions to show how their approach was designed to result in value for both customers and TXU Energy. | | Date: | Thursday, November 12th | | | Time: | 2:00-3:00pm Eastern | | | Register: | Click Here | Optimizing CRM to Deliver Value With the changes in the marketplace, many utilities are considering or using CRM solutions to become more customer-centric and collaborative. During the webcast, Warren Causey, Vice President of Sierra Energy Group, an analyst firm that studies and reports on the energy industry, will provide a broad view of how utilities are using CRM solutions to enable improvements for customers and their own organizations. And SAP Industry Director for Utilities, Maureen Coveney, will detail how SAP supports and leads its customers to ensure they are maximizing opportunities created by the changing paradigm in how utilities serve their customers. Please join us to learn: -
How to use CRM to focus on meeting the customer’s needs while establishing a foundation for competitive positioning in the market through campaign management, product offers, enrollment, billing and self-services -
What capabilities can best prepare your utility to respond to customer demands today and in the future -
The benefits of incorporating third party sales and enrollments through a marketing partner portal, including residential, business markets, builders, property managers, social agencies and value-added services providers -
Approaches to ensure solution optimization and achievement of performance targets Building a Customer-Centric and Collaborative Utility This presentation and discussion will provide an opportunity for other utilities to understand the components required to meet new customer and market demands, as well as how a fully integrated CRM solution can enhance your customer relationships. We look forward to your participation. Click here to register for this important event:
"Deliver Value to Your Customers by Enabling Choice" Thursday | 11/12/09 | 2:00-3:00pm Eastern This Free WebCast brought to you by:  |
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