About Us
The Customer Care Research Consortium (CCRC) is a blue-ribbon panel of customer care and marketing executives who discuss challenges, vet ideas, and then co-sponsor strategic research initiatives in the customer care arena.
The CCRC provides a forum for customer service executives to collaborate with industry peers and sponsor cutting-edge research. It enables members to:
- Participate on a top-tier panel of utility executives and provide leadership in defining collaborative, leading-edge studies to support decision-making.
- Conduct and share the cost of best practice research that will aid utility operations and raise awareness around complex customer service and regulatory issues.
- Network on focused topics with industry peers and share in "best practices".
- Receive periodic briefings on regulatory efforts impacting customer service.
Members convene twice a year - winter and summer - for meetings hosted by a CCRC member company. The membership sets the agenda for CCRC activities. Member companies then financially sponsor select CCRC initiatives in which they choose to participate.
Major research initiatives are typically implemented in the spring and fall, with more limited activity occurring during the rest of the year. Topical working groups allow interested members to deep-dive into strategic, operational and technology issues of mutual interest. In select cases, the CCRC publishes research findings and position papers aimed at influencing industry debate over issues of strategic importance.
Members agree on a level of effort that balances the need for quality research with other time commitments. In 2009 the CCRC entered its seventh year with a membership of 11 utilities, including many of the industry's leading companies.
Please contact Tim Douek at tdouek@navigantconsulting.com for more information on our membership structure and to understand the way in which we work.