Customer care Poverty Service levels Urban services Water supply management
WEDC, Loughborough University
SANSOM, K. ... et al, 2004. Serving all urban consumers - a marketing approach to water services in low- and middle-income countries: Book 2 - Guidance notes for managers. Loughborough: WEDC, Loughborough University.
This book is one of a series of six publications that consider how water utilities working with other key stakeholders, can meet the needs and demands of urban water consumers - including the poor - through developing an understanding of the needs and demands of all consumer groups, and by the adaptation of marketing/commercial approaches. A key question that is considered in this book (Book 2) is how best marketing approaches to utility management can be adapted to serve low-income areas so that sustainable services are achieved. The main target audience of this book is utility managers in low- and middle-income countries who are interested in innovative ways of serving more of their consumers. Many examples of applying different and useful marketing approaches for the urban water sector are provided, including guidance on pilot programmes for serving the poor and scaling up to city wide strategic marketing approaches.
This record is made up of 20 files. Individual chapters and the complete pdf are available to download from the record.
UK Department for International Development (DFID)