JOURNAL OF SUSTAINABLE ENERGY VOL. II, NO. 1, MARCH, 2011 ISSN 2067-5534 © 2011 JSE 95 CUSTOMER MANAGEMENT AND DEVELOPMENT AT ENERGY MARKET LEVEL AND POWER EXCHANGE FŐCZE I., ALBUT-DANA D., PĂZITOR T., SAVA I. Abstract: With the operation of market economy based on supply and demand, the competition in all business areas is particularly intense companies are increasingly dependent on the existence of consumer client. Customer becomes more informed, more demanding and increasingly careful with the money you spend. These factors have led to firms that want to survive in the market, try to understand the customer and to focus their products, services and activities to customers. Must assume that long-term success of a company depends on superior quality of its products from those of competitors, thus, highlighting the study and quality management business processes of firms lead to higher benefits derived from competition. These important issues are addressed in this paper that the content is a small contribution to the process of improvement of the situation to management level and develop relationships with consumers on a national and global energy markets. Key words: energy market, power exchange, management, customer At the beginning of the millennium, in every field of business competition is very fierce and companies are increasingly dependent on their core reason to exist: the customer. Customer becomes more informed, more demanding and increasingly careful with the money you spend. Such factors have led firms that want to survive in the market, try to understand the customer and to focus their products and services to customer activities. Must assume that long-term success of a company depends on superior quality of its products from those of competitors, thus, highlighting the study and quality management business processes of companies lead to benefits beyond that of the competition. Now, when:  competition is becoming stiffer;  basic data modifications are extremely fast, is almost impossible to gain market segments using outdated methods and strategies. It is necessary that:  undertaking to respond almost instantaneously to the changing needs of customers;  management needs to set a firm to design for the consideration of all stakeholders is an important objective in product development;  staff is aware that business must lead efforts to obtain products that meet customer expectations, more products that anticipate those expectations. 1. CUSTOMER SERVICE RELATED PROCESSES Steps required  determination of product requirements: a) requirements specified by the customer, including requirements pertaining to delivery and post delivery; b) the requirements specified by the customer but necessary for specified or intended use, where known; c) legal and regulatory requirements regarding the product; d) any additional requirements identified by the organization.  analysis of product requirements - this step is done before the organization's commitment to engage in product supply (submission of tenders, acceptance of contracts or orders) and requires: a) requirements relating to defined product; b) the contract or order requirements differing from those previously expressed are resolved; c) the organization is able to meet the requirements defined. If modifications of offers, contracts or orders, they must be communicated to the staff involved.  Communication with clients - requires implementing effective ways of maintaining links to the following: a) product information; b) handling requests for proposals, contracts or orders, including amendments thereto; c) feedback from the client, including its complaints. 2. CONCEPT OF DIRECT MARKETING Direct Marketing means any activity that creates and exploits a direct relationship between a company and potential clients. Direct Marketing has developed the following:  media fragmentation;  fragmentation of markets;  increase the average cost and selling expenses;  requirement of alternative distribution channels;  lower cost data processing. Direct Marketing is an interactive system of marketing that uses one or more media channels to influence the response and / or transaction and use this response measurable as a basis for programs aimed at customer loyalty to a company long term.