Brief Description Business Process: 3.1.2.1 Select Customers and Manage Programs Process Type: Process Parent Process: 3.1.2 CC&B.Manage Marketing Programs Sibling Processes: n/a This process takes place when Utility organization markets various programs and services designed to encourage selected customers to enroll in various sales and marketing initiatives and measures success of efforts. Examples of typical programs include Enrollment to conservation program, sign up for special contract options, setting up marketing surveys. Process starts when Sales and Marketing Representative selects one or more initiatives that designed for specific market and group of customers and activates selected programs. Programs usually target: • Groups of customers selected automatically based on criteria defined by business. • Groups of customers identified either manually or by third party application (e.g. reporting application). • One or more individual Customers/Accounts selected by business user. CC&B generates Leads for each selected Account. Usually Lead consists of number of events. Some of the Events trigger communication to customer, such as a letter or an email that are sent to a customer. The system considers a Lead as successful if goal program has is achieved and CC&B has the indicator (appropriate data/information is stored) that reflects this achievement. For example, if a rebate claim is filed for a customer with an active lead linked to conservation program initiative the lead will be considered as successful. In most of the situations system automatically completes Events and Leads, however Leads and Events could be edited and completed manually by Sales and Marketing Representative or Authorized User as well. Application allows collecting statistics for initiative, for groups and/or individual Sales and Marketing Representatives and provides a tool to measure success of efforts.