Category: Customer Engagement Technology

Nintendo Labo Shows Potential for New Sustainable Corrugated Cardboard Applications

Colin McMahon
Oct 25, 2018

Consumer electronics specialist Nintendo has been enjoying positive growth. Its newest video game console, the Nintendo Switch, is proving quite popular among consumers who are seeking an innovative gaming experience at home and on the go. With its numbers back in the green, the Japanese video game manufacturer has returned to doing what it does best—taking creative risks. One of its most recent products, Nintendo Labo, exemplifies the company’s desire to push the envelope.

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Personalized Video Marketing: It’s About Engagement!

Colin McMahon
Oct 2, 2018

A mere decade ago, personalized video marketing was seen as a customer communication method with limited return on investment potential. The average consumer had a PC or laptop, but smartphones were just beginning to take off. Google had purchased YouTube only two years prior and the website was still learning how to monetize itself. Thanks to the speed of the digital revolution, much has changed in ten years. Personalized video marketing is quickly becoming an effective method of engaging new and existing customers.

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How is Your Firm Getting Into the Solution?

Sheryne Glicksman
Jan 12, 2018

In Q4 of 2017, we surveyed 179 IT decision-makers within the indirect channels for office equipment deployed across the United States. Respondents included office equipment dealers (OED) and IT resellers. For this survey, we used revenue ranges to define the size of establishment. Those with annual revenue of less than $10 million were grouped as small OED and IT Resellers while large OED and IT resellers have revenues of at least $10 million.

It’s Time to Get Inside the Solution
Software is on average only 11% of total revenues. As you can see from the chart below, software is a higher percentage of sales among the large IT resellers (17% of total revenue). What can you do to increase your software revenues? Based on our last two dealer surveys, we know that solutions selling has been a growth priority for dealers in our channel for the past two years. So why is this number not increasing faster, and what are you doing differently this year to change your strategy? What’s working well for you, and what can you improve on? The software solutions that you market to your customers are the tools needed to effect change within an organization. It’s not about the name of the software solution. It’s all about how the software solution tool can help improve something that is challenging to your customer. What stories have you told to help your customers realize you understand their pain? How educated are your sales reps on how these tools help customers in specific ways?

Figure 1. What is the percentage of revenue for the following areas of your business?

Revenue Growth Areas

Workflow & business process solutions, managed IT services, security service and mobility were noted as the top four areas for revenue growth. Workflow and business process solutions are intended to help companies be more efficient and eliminate manual processes. Are you speaking to your customers about their frustrations around manual processes? The software tools available to eliminate these frustrations are the catalyst for change. Are you developing your own managed IT division or partnering with an expert in managed IT? When it comes to security, are you having discussions around security infrastructure, ransomware, and security around print behaviors? These discussions will certainly lead you down the path of making recommendations to alleviate your customers security challenges. Our forecasts show that mobile print is expected to grow to a $118 million-dollar business by 2020. How are you planning to capture some of this revenue?

Figure 2. What areas do you see the greatest opportunity for revenue growth in next 3 years?

Leverage Your Partners

How do you message your expertise to potential customers? What vertical markets have brought you success? If these are areas of growth for your establishment, how will you align sales and marketing efforts to reflect these new focus areas? What areas are part of your strategic initiatives this year? Technical sales support, more education and training, sales enablement and data analytic tools all ranked at some level of importance for our survey respondents. When it comes to sales enablement tools and data analytics, this got me thinking about all the tools each of you have access to in our channel ecosystem. Are you leveraging all the information in these tools? Bringing data to life is real. I believe we all want immediate insights into data that help drive business decisions. We want the data up to the minute, in real time, in motion. We also want it simple to understand so we can act on it. We can help you improve your software revenues. Contact me today for a complimentary executive briefing to discuss how #icanhelpbringyourdatatolife

Quadient: A New Ecosystem for Customer Experience

David Stabel and Pat McGrew
Sep 12, 2017

Today, Neopost announced the introduction of a newly created business division: Quadient, replacing its Enterprise Digital Solutions (EDS) business division. With Quadient, Neopost combines three companies that operated independently under EDS into a new division focused on digital communications and customer experience solutions:

  • Satori Software. Acquired in 2009 and a provider of mailing and data quality solutions. Satori software allows mail senders to validate addresses, correct them, update them in real time and remove duplicates.
  • GMC Software. Acquired in 2012. Today, GMC Software is considered a leader and innovator in the customer communications management (CCM) solutions space.
  • Human Inference. A data quality solution provider focused on master data quality improvement. Neopost acquired this Dutch based company in 2012.
The New Quadient Logo

The New Quadient Logo

These past acquisitions fitted into a bigger strategy. To leverage the power of that strategy, it makes sense to reorganizing into Quadient. By doing so, Neopost is repositioned to focus on offering enterprise solutions for customer experience management (including CCM), mobile application development/digital experiences, and data management. The logic is simple: as customer experience becomes a strategic component for businesses, businesses need ways to quickly implement and personalized these experiences along the customer journey. Tools for managing this process as well as the data (quality) required for personalization are key.

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Highlights of the SmartVideo Summit 2017

David Stabel
May 5, 2017

SundaySky recently held its fifth annual SmartVideo Summit in New York, NY. This year, SundaySky invited a couple hundred partners, customers, and analysts to discuss “The Art of Personalization.” SundaySky also used the Summit to update the community on its latest developments and strategic direction moving forward.

Jim Dicso, CEO at SundaySky

Jim Dicso, CEO at SundaySky

In the opening presentation, Jim Dicso, CEO of SundaySky, discussed the importance of scaling personalized customer engagements to tackle the strategic challenge of improving customer experience. This next generation of personalization is all about moving from simple (“Hello Jim…”) to individual/one-to-one personalization (“Just for you…”).

AT&T, Hilton Worldwide, Royal Bank of Canada, Verizon, and others shared their challenges and successes as they implemented personalized video campaigns as a mean to elevate their respective organization’s personalization capabilities. In addition to the presentations, there were networking opportunities, as well as a chance to speak with SundaySky’s senior management and specialists.

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Geomarketing in your Workflow: Linking Seller to Buyer

Pat McGrew
Apr 13, 2017

When you look at the opportunities across the spectrum of marketing outlets the choices can be daunting. Which of the many channels should you use to communicate the value proposition of your product or service? There are hundreds of lines of blog content and millions of pages of guidance in books and magazine articles, and they all provide points to consider. What is missing in much of the guidance is a specific pointer to technologies that can help to change the marketing narrative.

One technology that is underused is geomarketing, the art and science of using location data in innovative ways. It can help to change the brand narrative by creating direct links between where the sellers of products and services can be found and the people who want to buy them. It can add valuable new revenue streams to the menu of services offered by marketing and print service providers. And while geomarketing techniques can work for any communication channel, marketing and  print service providers miss the opportunity to offer this valueable service.GeoServices - locr

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Key Take-Aways of Xploration 2017

David Stabel, Matt Swain and Pat McGrew

On March 28-30, Xplor International held its annual Xploration 2017 conference in Orlando, Florida, providing more than 60 educational sessions for vendors, service providers, enterprise attendees, and other industry experts from around the world.

xplor17

The educational sessions covered a broad range of customer communications management (CCM) and related topics including customer experience, workflow and automation, data management and compliance, e-presentment/payment technology and much more. This year, senior analysts from Keypoint Intelligence – InfoTrends hosted multiple educational sessions, participated in several panel discussions, and hosted a special Industry Analyst Workshop. Here are our key takeaways from the conference.

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Highlights of Adobe’s Marketing Summit 2017 in Las Vegas

Ashley Bilko
Apr 10, 2017

Recently at the Venetian in Las Vegas, Adobe employees, partners, customers, press and analysts gathered for the annual digital marketing conference, Adobe Summit 2017. With over 250 sessions this year, the event drew over 12,000 attendees—a 20% increase over last year’s participation—including more than 120 sponsors and 1,500+ partners.

Adobe Summit 2017 Welcome Banner

Adobe Summit 2017 Welcome Banner

The event took place over the course of three jam-packed days with a little something for everyone in attendance. Keynotes and break-out session topics ranged from cross-channel marketing, to customer experience, data-driven marketing, integrated marketing, mobile marketing, and programmatic advertising.

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Highlights from the Pitney Bowes 2017 Software Technology Analyst Summit

David Stabel and Matt Swain
Apr 6, 2017

Pitney Bowes held a Software Technology Analyst Summit in Half Moon Bay, California, on February 28 to March 1. It was the first dedicated technology analyst event in several years for the company. With 34 analysts from 19 firms in attendance from around the world, including senior executives from Pitney Bowes, the Software team was making a statement that they were ready to put their corporate wide go-to-market strategy center stage with the analyst community.

Marc Lautenbach

Pitney Bowes had put together a comprehensive and highly informative 1.5 day program to bring participants up-to-date on its software strategy, latest business developments, and latest software innovations. Next to the agenda and scheduled 1:1 meetings with senior management, participants had plenty of opportunities to network or to get live demonstrations on some of Pitney Bowes’ latest software innovations.

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Highlights of GMC Software’s European Events

David Stabel and Matt Swain
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.

Picture1

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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