Abstract: Systems and methods are disclosed for a customer relationship management system for a retail electric energy provider. A customer valuation engine is applied to evaluate customer data to make customer valuations, continuously or on-demand, in support of customer service through a call center. In a preferred embodiment, monthly average profitability is determined as one customer valuation and probability of attrition is determined as another customer valuation. A customer retention matrix and a customer treatment matrix are developed based constructing a graph of customer monthly average profitability and probability of attrition. The customer retention matrix provides a set of instructions to a call center operator to aid the operator in communicating with the customer while helping retain the customer. The customer treatment matrix provides a set of instructions to a call center operator to aid the operator in communicating with a customer about late bills, disconnects and other treatment situations.

Abstract: A retail energy provider system comprising a market transaction manager, business rules and requirements processor, usage rater, customer analysis and quality control auditor, customer billing processor and collection manager, customer payment processor, third party sales and marketing application programming interface, customer acquisition and residual income interface, having a wholesale forecaster, interactive voice response system, intranet web services, internet web services and network based external customer service and executive management systems and financial services functions, all said functions and systems interacting with a robust SQL database engine for which the novel database schema is taught herein.

Abstract: Systems and methods are disclosed for a retail energy marketing system including a server interacting with a remote display device, a sponsor, an energy market organization, and a set of financial services companies. The server executes an application for servicing customers while interacting with the remote display device and a sponsor application for sponsors to set up advertising and incentives for the retail energy marketing system. The server also executes a database, an ESI ID lookup application for validating customer eligibility for services and an accounting application for EMO energy usage transactions, EMO invoice transactions, customer bills, customer payments, treatment operations, customer incentives and sponsor commissions. A remote display device is placed at a retail location where customers can sign-up for energy services, view and print their billing and payment histories, and pay their bills. In return for using the remote display device, customers may receive incentives from the sponsor.