Tag Archives: Customer relationship management

The Dreaded Rate Increase – How Can Your Team Better Deal With Customer Fallout?

As the two most dreaded words for a utility billing professional, “rate increase” stands as a polarizing and frustrating situation for both the customers and the front-line city workers. With the changing economy, our cities, towns, and municipalities face the struggle to provide the most affordable services to the public, while also maintaining the best equipment, standards and practices. However, we also must realize that, despite economic recovery, many of our customers still feel misplaced resentment toward any entity that they perceive as adding to the conundrum of their rapidly decreasing take-home pay. While rate increases are inevitable for long-term service quality, your team also needs an action plan to best address customer concerns and frustrations. Read more >

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Small Towns and City Clerks—The Unique Challenges You Face When Everybody Knows Everybody

We’ve all heard the saying that life is just different in a small town. It seems to move at a more leisurely pace, and places emphasis on the community as a whole. Everyone knows everyone, and even everyday business interactions are peppered with social connections. These qualities are what give small towns their charm.

For city clerks, however, managing their duties within a smaller community sometimes comes with a unique set of challenges. Here are the common high-maintenance customers you may see throughout your week:

  • The “My Way” Customer—These are those tough residents who never seem to pay on time, always question their bills, and generally make you feel like you are pulling teeth with every interaction.
Read more >
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Why Government is So Quick to Adopt The Cloud

English: Cloud ComputingUsually a late adopter, the Government is more commonly associated with “slow and secure” rather than “high tech and new.” But when it comes to the cloud, more and more local governments and municipalities are taking the leap, and cloud is quickly “changing everything in Government IT.”

We ran across an article in Government Technology about local government cloud adoption, and thought it was an interesting—though lengthy—read.

The article discusses how once counties and cities adopt the cloud for one thing (say, the County Appraisers office), the usability, cost-savings, and quickness encourages them to explore other areas where the cloud would be helpful. Read more >

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