Abstract
Deregulation of utility industry has opened wide avenues for the customer by providing them with a plethora of choices. This thought piece explores how it is the customer who now decides the fate of the Utilities. Customer loyalty is a thing of the past and the onus is on the Utilities to retain customers and to nurture them without the fear of loosing them. Customers have become more market savvy and sensitive to service that is provided to them and demand quicker turnaround time to the issues that concern them. To adapt to this changing scenario Utilities have to hedge their bets on Information technology. Utilities have to become more proactive by offering their services and benefits on the Internet, deploying EAI solutions, giving customers electronic bills and providing customer the data they require whenever they demand and wherever they demand.

Author Shashank Kumar

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