Posts tagged: customer communications

Pitney Bowes Slices Off More Software – SyncSort is the Beneficiary

Marc Mascara
 Sep 5, 2019

As Pitney Bowes adds to the Syncsort arsenal of software solutions with the recent acquisitions of SQData and Pitney Bowes Software solutions, the company looks to focus on its core business in the mail and shipping space. Just a few weeks after announcing a cash dividend of $0.05 per share, Pitney embarked on a move that would help the company pay down its near-term debt as it comes to maturity.

On August 26th Pitney announced its intention to shed the bulk of its Software Solutions business for nearly $700M in cash to Syncsort. Pitney looks to maintain their hold in their current markets they serve by refocusing on the client experience for companies that mail and ship by taking out process complexities. By shedding its software business Pitney is continuing its initiative to streamline operations and reduce its overall spend. Performance of Pitney’s software business has been lagging, pointing to a reduction in YOY renewals and an overall reduction in new clients. Pitney notes that one of their key strategies for growth is to increase shareholder value. Over the past few years, Pitney has divested many technologies, including its (DMT) Document Messaging Technologies (now BlueCrest) and their European SMB business.

As Pitney looks to reinvigorate its core focus on mail and shipping, we expect the partnership with the USPS to continue and grow. That said, there is a close watch at how the current and ever-changing US trade war with China will impact Pitney’s bottom line due to its growing business handling parcels from China. With the impending sale to Syncsort and the expected trade war impact, Pitney has adjusted its 2019 earnings forecast down from a range of $.90 / $1.05 to $.65 / $.75 respectively with full-year revenues in the 1 to 2 percent range.

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What Print Service Providers Can Learn from Netflix’s Personalization Strategy

Colin McMahon
 Jul 23, 2019

At first, print service providers (PSPs)—including mailing companies and direct mailers—might wonder what they have in common with Netflix. Although the service started out as a direct mail offering, it has since become more associated with online digital streamlining. Nevertheless, a recent technology blog from Netflix has shed some additional light on how the company is pushing its personalization practices forward, making them more advanced and better synced to each individual Netflix user. While this level of personalization is quite advanced now, it will likely become increasingly commonplace in the years ahead.

Many firms, including PSPs, can benefit from absorbing and understanding how Netflix continues to personalize its offerings in today’s digital age.

Netflix logo

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The U.S. Print Management Market: Growth through Innovation

Will Morgan
 Jul 9, 2019

Keypoint Intelligence – InfoTrends’ Customer Communications Advisory Service recently published an analysis piece exploring the U.S. print management market, its workflow challenges, and projections for growth. This blog focuses on the growth opportunities. Please read the full analysis if you’re interested in learning more about the workflow challenges.

Sometimes known as “marketing execution services,” “brand deployment,” and “marketing print management,” the print management market is a slice of the broader customer communications ecosystem that sees enterprise clients outsourcing print and related spending to a third-party provider (also known as a distributor or broker) who leverages a network of manufacturers to procure the company’s printed marketing materials and promotional products. Through consolidated purchasing, print management providers offer cost savings and upgraded efficiencies that in-plants struggle to match, as well as a wider array of products, applications, and expertise than a single print manufacturer can manage.

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Developing the Right Mix of Client Care

Will Morgan
 Apr 22, 2019

Consumers’ shifting expectations are increasing the demand for relevant and personalized communications. As a result, it is becoming ever more vital for print service providers to offer their clients the tools and expertise they need to compete on the print and mail battleground as well as the expanding digital landscape. The customer experience is a metric that is just as important for serving consumers as it is serving the enterprises that are working to capture and keep their business. Keypoint Intelligence – InfoTrends (InfoTrends) recently surveyed 24 mid-tier print service providers to learn about the professionals who make up their client care teams, how accounts are assigned to them, the roles they perform, and how much time they spend serving clients today in relation to two years ago. Our results point to a distinct evolution in communication practices and a general agreement about the importance of enterprise client care.

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Pitney Bowes’ EngageOne Communicate – Customer Communications for Marketers

David Stabel
 Apr 11, 2019

Pitney Bowes continues to evolve its EngageOne portfolio for customer communications and experience. This week, the company released a new SaaS-based solution called EngageOne Communicate, which is positioned to enable small and medium sized businesses to create scalable and responsive digital communications quickly and easy.

Pitney Bowes EngageOne Communicate

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Hunkeler Innovationdays: An Outlook from a CCM Perspective

David Stabel
 Feb 11, 2019

In a few week’s time, on February 25-28, Hunkeler is opening its doors again for the high-volume printing and paper processing industry at the 13th Hunkeler Innovationdays in Lucerne, Switzerland. This year shows an increase in number of exhibitors from around 90 in 2017. This year about 100 exhibitors are staging demonstrations of 40 practical solutions over two halls at the Lucerne Trade Fairgrounds.

Hunkeler Innovationdays

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More Consolidation as Fiserv Acquires First Data

Pat McGrew
 Jan 18, 2019

Billing and statement processing outsourcers with payment capabilities are continuing to consolidate in an attempt to dominate both the global payment and FinTech markets. On January 14th, 2019, Fiserv and First Data announced that they plan to consolidate their complementary technologies through a $22 billion deal that unites their strong merchant payment platforms, digital banking/billing solutions, and risk management options. Once the acquisition is complete (planned for 2H2019), Fiserv intends to refinance approximately $17 billion in First Data debt and to operate the combined business under the Fiserv name.

Fiserv and First Data

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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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