Customer Relationship Management and Customer Satisfaction between Electric Distribution Utilities

This study examined and compared the Customer Relationship Management (CRM) and Customer Satisfaction among residential consumers of two electric distribution utilities (EDUs): Cebu I Electric Cooperative, Inc. (CEBECO I) and Cebu II Electric Cooperative, Inc. (CEBECO II).Guided by the CRM framework of Admasu (2019) and customer satisfaction indicators by Ong et al. ( 2022), the study investigated the CRM practices customer satisfaction variables.The findings revealed that while both electric distribution utilities were rated favorably, CEBECO I consistently outperformed CEBECO II in key areas.The study concludes that effective CRM strategies aligned with customer expectations are crucial for improved customer satisfaction.