Posts tagged: Customer Communications Management

Highlights of GMC Software’s European Events

David Stabel
 Mar 3, 2017

GMC Software (GMC), a Neopost Digital Company, recently hosted two events in Europe. On February 14th, it held its first EMEA analyst summit in Paris, France. The following weekend, it hosted its Service Providers Executive Advisory on Lake Lucerne in Switzerland. InfoTrends was invited to participate in both events.

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The EMEA analyst summit included discussions around GMC’s latest major product release, R11, the future state of customer communications technology, and GMC’s future strategy. In addition to presentations of Henri Dura, COO at Neopost Enterprise Digital Services (EDS), Scott Draeger, VP Product Marketing at EDS, and several other product managers at GMC, there was ample opportunity for 1:1 networking with the leadership team.

As for the executive advisory board, GMC did a great job of pulling together a group of 13 service providers and 15 representatives from various countries in Europe, Latin America, and Asia Pacific. Attendees received updates from leadership at GMC on enhancements to the offering, discussed market disruption and service expansion opportunities during the session, as well as shared best practices and provided input on how GMC can continue to evolve its offering to best support their future needs.

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Highlights of the OpenText Dialogue Conference 2016

David Stabel
 Oct 10, 2016

OpenText recently invited more than 350 customers, prospects, partners, and analysts to its Dialogue 2016 conference in Ponte Vedra Beach, Florida. The team rebranded this former HP Engage event to focus on the digital transformation for meaningful conversations across multiple channels. This was the first major event to take place after OpenText acquired the HP Engage and HP Exstream assets for a total transaction price of $485 million.

Dialogie2016

Last year’s event expanded the focus to the full HP Software portfolio, while this year’s event generally focused more narrowly on the Exstream, TeleForm, and LiquidOffice investments.  As in previous years, the event focused on extensive educational sessions directed toward IT and marketing professionals, with networking opportunities to help cultivate a stronger user community. Here are our key takeaways from the event.

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Who’s Buying What: Acquisitions in the CCM Vendor Market

David Stabel
 Sep 26, 2016

Over the last decade the vendors in the Customer Communication Management (CCM) market have been actively participating in mergers and acquisitions on a global scale. The recent acquisitions done by OpenText, Accell-KKR, and Kofax (a Lexmark company), however, have brought some major changes to the CCM vendor landscape. Among others, these players find that the CCM market is attractive, in part because of its global market size today of around $1B and growing at an estimated 10% (CAGR ’14-’19). New business in this market is driven by opportunities within enterprises who increasingly become digital including their communications.

CCM vendors

Key Acquiring & Acquired CCM Vendors 2010-Present

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HP Inc Continues to Divest its Software Assets to OpenText

David Stabel
 Jun 21, 2016

OpenText announced yesterday that it has entered into a definitive agreement to acquire the Customer Communications Management (CCM) assets from HP Inc for USD $315M following an earlier acquisition of HP Inc’s customer engagement software assets for USD $170M (read InfoTrends’ blog on this here). The transaction is expected to be finalized by early 2017 and is subject to regulatory approvals and closing conditions.

HP and OpenText Logos

Included in the sale this time is HP Exstream, HP Output Management, HP TeleForm and HP LiquidOffice for CCM, process automation, and document delivery solutions. Additionally, OpenText and HP Inc also announced that they will look into opportunities to work together to continue to expand their software solutions to benefit customers of both companies while moving forward with this transaction.

According to the announcement, OpenText expects to generate between USD $110M and USD $125M of annualized revenues, which means they are seeking a 2.5 to 3 year return on investment.

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Trends in Output Management – Perspectives From Comparting 2015

David Stabel
 Nov 4, 2015

The eleventh annual Comparting conference was held in Böblingen, Germany, near Stuttgart from October 15-16. The Comparting conference, organized by Compart each year, is a two-day international forum for Multi-channel Document and Output Management. This years’ focus was on how companies are dealing with customer communications that increasingly revolve around multi-channel-capable document processing.

About 375 people attended the event which is a slight increase compared to last year. With participants from 14 countries representing 37 nationalities, this years’ event had a stronger international character than ever before. In addition to keynote speeches and several presentations of customer cases, there were also special tracks focused on business and technology issues.

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Highlights of Xploration 15, the Customer Communications Conference

David Stabel
 Apr 23, 2015

Last week, customer communications conference Xploration 15 hosted around 350 participants in Orlando, Florida. This annual conference is a major industry event with more than 60 educational sessions for vendors, service providers, and enterprise attendees.

The educational sessions covered a broad range of CCM topics including workflow and automation-related technology, e-presentment and payment technology and innovation, hosted/cloud managed models, as well as strategy considerations for outsourcing versus maintaining in-house operations. InfoTrends hosted two sessions that covered a review of highlights from our annual customer communications research, and insights on the importance of CCM in an increasing connected world.

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The Customer Journey as the New Paradigm for Customer Communications Management

David Stabel
 Mar 19, 2015

The paradigm for Customer Communications Management (CCM) has changed throughout the years, shifting from transactional mainframe printing to the enablement of personalized and targeted communications, from cost-based to profit-enabling with TransPromo, and from customer service to managing the customer experience. The discussions around customer communications today are about optimizing customer engagement or optimizing ALL customer engagements (touchpoints) that a customer experiences when interacting with a brand (i.e., a customer’s journey). In this blog, I briefly discuss what makes up a customer’s journey and how CCM can be a part of it.

The Customer Communications Journey

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Highlights of the EBDA Seminar 2015

David Stabel
 Mar 18, 2015

On February 26, the European Business Document Associated (EBDA) organized a seminar to discuss the future of print and customer communications. This event took place as a parallel event to the Hunkeler Innovationdays 2015 in Lucerne, Switzerland. Such parallel events are a perfect opportunity for people to participate in as they easily can combine it with a visit to the Hunkeler Innovationdays. InfoTrends was invited as being one of the main speakers at this seminar together with three other industry experts. This blog highlights the key takeaways of the main discussions at the EBDA seminar.

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Objectif Lune Extends Product Line with PlanetPress Connect

David Stabel
 Feb 10, 2015

On January 20, 2015, Objectif Lune, a provider of Customer Communications Management (CCM) solutions headquartered in Montréal, Canada, announced the worldwide introduction of its new flagship product: PlanetPress Connect. PlanetPress Connect is based on a newly developed technology platform within Objectif Lune’s product line up. With this new platform, Objectif Lune broadens its market focus with data-driven interactive business communication automation and optimization. It also will focus on the Electronic Data Exchange (EDI) space, a new market for Objectif Lune. Within this new market Objectif Lune wants to position PlanetPress Connect as a bi-directional data exchange tool for integration services.

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OpenText Acquires Actuate

David Stabel
 Jan 20, 2015

On December 5, 2014, OpenText announced its intention to acquire Actuate for around US$330M. One month later, on January 16, 2015, OpenText announced the successful completion of it. This acquisition follows a series of takeovers by OpenText throughout recent years with the objective to become the leader in the Enterprise Information Management (EIM) market. A market that OpenText estimates to be almost US$21B in size.

 

Some of OpenText’s earlier acquisitions were targeted to strengthen its Customer Experience Management (CEM) suite: Artesia (August 2004), a provider of Digital Asset Management (DAM) solutions; RedDot (October 2006), a provider of web site management solutions; Vignette (July 2009), a provider of Web Content Management (WCM) solutions; and StreamServe (October 2010), a provider of Customer Communications Management (CCM) solutions. InfoTrends believes both OpenText and Actuate will benefit from this acquisition. This blog briefly explains why.

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