By: Paul Rice, Assistant Vice President

This article is the second entry of a three-part series

Key Points:

• A more precise understanding of the energy consumer and market participant (beyond the name on the bill) is central to a cohesive strategy on how to compete in the new energy economy
• Customers are no longer defined simply by a rate class
• A customer is more than just an individual or business – or even a direct recipient of end-services

As discussed in part one of this series (The Role of the Customer in the Utility of the Future), customers are transitioning from passive recipients of utility services to active participants in the market. So, what are the implications for utilities and how they do business?

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