C&I customer needs are rapidly changing. How can utilities maximize their relationship?
In the blink of an eye, large commercial and industrial customers present big challenges and opportunities.
Commercial and industrial customers have historically been boring to utilities. As long as power was reliable and reasonably priced, utilities hardly ever heard from these customers. They were so boring that, according to a 2023 J.D. Power study, only 15% of C&I customers even had a utility account rep assigned to them. The feeling has been mutual. A representative from a major C&I customer with a large trucking fleet recently said “why would I want to talk to a utility? My job is to move boxes from warehouses to stores.”