Pricing for Digital: Establishing Consistency Across Message and Media

Will Morgan
 Dec 7, 2018

As digital delivery proliferates within the customer communications market, service providers with a legacy in print have been challenged to devise pricing models that position their operations for long-term sustainability. As part of its recently published research study entitled, Pricing for Digital: Exploring New Models for Transactional Communications Delivery, Keypoint Intelligence-InfoTrends conducted over a dozen in-depth interviews with print service providers in North America to gain a deeper understanding of the greatest pricing obstacles they face in today’s changing market.

The first segment of this three-part examination of our findings examined the ramifications of procurement’s growing power over transactional customer communications strategy at the expense of business leadership. The second considered some of the difficulties print providers face when working to demonstrate value through services. This final installment explores the challenges that providers face in developing and marketing pricing plans that encompass composition and delivery of transactional and marketing messages to various print and electronic channels.

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Pricing for Digital: From Table Stakes to Primary Value Proposition

Will Morgan
 Nov 29, 2018

As digital delivery proliferates within the customer communications market, service providers with a legacy in print have been challenged to devise pricing models that position their operations for long-term sustainability. As part of its recently published research study entitled, Pricing for Digital: Exploring New Models for Transactional Communications Delivery, Keypoint Intelligence-InfoTrends conducted over a dozen in-depth interviews with print service providers in North America to gain a deeper understanding of the greatest pricing obstacles they face in today’s changing market.

The first segment of this three-part examination of our findings explored procurement’s growing power over transactional customer communications strategy at the expense of business leadership. This second part of the series considers some of the difficulties print providers face when working to demonstrate value through services.

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Pricing for Digital: Overcoming Obstacles on the Path to Profitable Pricing

Will Morgan
 Nov 26, 2018

As digital delivery proliferates within the customer communications market, service providers with a legacy in print have been challenged to devise pricing models that position their operations for long-term sustainability. As part of its recently published research study entitled, Pricing for Digital: Exploring New Models for Transactional Communications Delivery, Keypoint Intelligence – InfoTrends conducted over a dozen in-depth interviews with print service providers in North America to gain a deeper understanding of the greatest pricing obstacles they face in today’s changing market. One of the primary issues these interviewees identified was a gradual but significant shift in enterprise transactional communications—the balance of power is transitioning away from business leadership in favor of procurement. In today’s world, heightened consumer expectations of personalization have made improving customer experience a paramount concern for providers issuing enterprise communications. Unfortunately, enterprise procurement’s fixation on reducing delivery costs often takes precedence over enhancing quality and value. The print service providers we interviewed paint a disturbing picture—when it comes to communication, procurement departments often employ antiquated methods that seem out of step with current consumer trends.

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The GDPR Implementation is Here… Are You Prepared?

Will Morgan
 May 24, 2018

According to PYMNTS.com, e-Commerce related fraud attacks have risen by 30% in the past year. Each high-profile security breach, data leak, or hacking scandal has heightened consumer awareness about the vulnerability of their personal information, and this has placed businesses in a difficult position. On one hand, enterprises need as much consumer information as possible to deliver relevant, personalized communications that can enhance the overall customer experience and ultimately improve satisfaction. On the other hand, these same enterprises are also obligated to protect their customers’ privacy while remaining in compliance with an increasingly stringent and complex web of regulations that instituted and enforced by governments working to protect their citizens. Today’s businesses must strike a balance between harvesting consumer information while also keeping it safe, and this can be a substantial challenge.

The European Union’s General Data Protection Regulation (GDPR) goes into effect on Friday, May 25, threatening to make the balance that enterprises are struggling with even more precarious. The legislation is expected to influence the formation of data localization laws on a global basis, and it will likely have a major impact on where and how enterprises do business. GDPR, which replaces “Privacy Shield” in the European Union (itself a replacement for the “Safe Harbor” law), returns ownership of personal data (data that can be used to directly or indirectly identify an individual) back to the continent’s consumers and grants them sweeping control over its use. Any organization that gathers, archives, processes, or manages the personal information of one of the EU’s “data subjects” is now bound by this new regulation. Read more »

Around the World in 50 Billion Customer Communications

Will Morgan
 Jun 26, 2017

Some might call it overkill. We just call it being thorough.

When we set out to interview 50 key stakeholders in the customer communications space, most of our peers thought we were being too ambitious. Well, 60 interviews (and 250+ pages of notes) later, we had managed to gather insight from customer communications service providers and other stakeholders who represented over 50 billion printed, electronic, and mobile communications delivered in 2016.

Highlighted in a press release today to announce its publication, the resulting report, entitled Enterprise Customer Communications—Trends and Strategies from Around the Globe, includes perspective from some of the largest players in the customer communications market, as well as important smaller providers with deep vertical and regional insights.

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This 43-page analysis examines in detail the top ten trends driving enterprise expectations and aspirations for customer communications. Here is some insight into three of them:

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Xerox Expands its Global Document Outsourcing Services

Will Morgan
 Nov 17, 2016

In anticipation of separating its business process operations into the newly minted company named Conduent, Xerox announced today that it is expanding its Global Document Outsourcing (GDO) Services Business to include two comprehensive offerings:

  • Communications & Marketing Services: A comprehensive suite of services designed to help clients transform their promotional, business, and transactional communications to enhance their customer’s experience.
  • Document Transaction Processing Services: A business automation offering that enables digital transformation by improving client’s flow of information into business processes.

Xerox logo

Believing communications are key to customer experience and retention, Xerox says its solutions are intended to help clients manage customer communications at every stage, from consultation and content creation to production, distribution, storage, analysis and processing.

Here’s what you need to know:
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Arvato Leveraging U.S. Growth to Go Global

Will Morgan
 May 4, 2016

As part of our continuing coverage of the rapidly growing print management market, InfoTrends is conducting a series of interviews with leading industry professionals in 2016. These innovators and the providers they represent are helping the market evolve from basic print procurement to a more comprehensive marketing supply chain management solution. We chose to focus our first blog post in this series on a lesser known company in the North American market. Though it manages more than $100 million of print for its clients in North America alone, Arvato may not be familiar to many outside Europe. Arvato is a white label provider of call center support, financial and IT solutions, as well as print and supply chain management. As part of an initiative to broaden its print management presence in North America, the German firm recently re-located Stephan Hackert, Vice President of Business Development in North America, to San Francisco.

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Noosh Pivoting to Content Marketing

Will Morgan
 Apr 25, 2016

noosh-logo-blueNoosh, a company whose print and marketing sourcing software is used by nearly 5,000 businesses and 20,000 users in 44 countries, is now transforming itself into a content marketing platform. By embracing this new approach while continuing to cultivate its roots in print sourcing, Noosh can offer licensees a head start on integrating multi-channel communications into their marketing strategies. Read more »

2016 InfoTrends, Inc.

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