May 26, 2014
On May 22nd, censhare AG, a software provider of business communications solutions for a variety of industries, organized its third Futureday conference (Futureday 2014) after two successful Futureday conferences in 2010 and 2012. More than 400 international experts, analysts, and entrepreneurs travelled to Munich, Germany, to discuss the role of technology on customer-centric corporate strategies and business models.
Dieter Reichert, CEO of censhare
The conference started off with several presentations showing how social networking and user generated content is changing today’s communications and is more and more influencing corporate strategies and business models. Following the presentations, a panel of experts discussed about customer engagements and marketing automation. Here is a brief summary of the observations made by Infotrends.
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Sep 30, 2013
InfoTrends has recently completed a major study looking at overcoming Customer Communications Management (CCM) implementation challenges at enterprises. Between January and August 2013 InfoTrends conducted several in-depth focus group sessions with CCM stakeholders of large U.S. enterprises and governmental agencies. Those large organizations send out a staggering amount of customer communications (e.g. bill, statements, policies, notifications, welcome kits, direct mail, e-mails), and managing them in a way where they all work together to improve the customer experience and optimize the lifetime value; which is not an easy thing to do. Based on the research we have developed three sets of recommendations (for enterprises, outsourcers, and vendors) that I will briefly outline below.
Figure: Customer Communications Management (CCM) Overview
Click to enlarge
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Feb 1, 2013
Over the past decade, we’ve witnessed a shift in thinking as it relates to the role of customer communications within enterprises. Documents like bills, statements, policies, explanations of benefits, and other correspondence that were once relegated to back-office corporate operations are turning into critical communications that can help enhance the overall customer experience. Here are several key trends influencing this renewed interest in customer communications:
- Traditional delivery methods—like printed mail—remain favorable to a significant percentage of the population and, in many industries, are required for regulatory compliance. As a result, these channels remain vital to support customer experience.
- Multi-channel delivery and presentment of correspondence now factor into consumer buying choices. Customers want to be communicated within their channel(s) of preference.
- Emergent channels like mobile and social media are increasingly becoming channels of communication preference by customers, creating new opportunities for customer engagement across all interaction points.
Companies are reacting to the need to step up their customer experience game by replacing legacy technologies and processes with modern platforms that can holistically manage customer communications across all lines-of-business within an enterprise. As they search for solutions to meet their needs, potential buyers encounter a crowded and sometimes overwhelming technology landscape, making it difficult to determine which solution is the right one to select for their business. Read more »
Jun 16, 2011
InfoTrends was invited to Pitney Bowes Business Insight’s (PBBI) annual Business Insights Technology Analyst Conference last week, where key executives (including Pitney Bowes’ Chairman and CEO Murray Martin) provided the latest strategic directions, news, and product updates from the company.
With nearly 90 acquisitions since 2001, Pitney Bowes has significantly expanded its portfolio, including the addition of comprehensive software solutions. With Customer Communications Management (CCM) as the central strategy for Pitney Bowes moving forward, the conference was focused on providing analysts with a detailed view of the various components of the value chain.
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