MARKet AnD CUstoMeRs 7.2 CuStoMer relationSHip ManaGeMent 7.3 reSponSible and SaFe enerGy uSe 7.4 MarKetinG CoMMuniCation planS 7.5 reSponSible proCureMent 7.6 reGulatory and leGiSlatiVe CoMplianCe 62 64 69 71 72 73 83 84 86 88 90 92 99 103 107 112 115 116 118 124 128 130 131 132 8.