Posts tagged: Multi-Channel

Four Critical Steps to Making the Right Investment in Customer Communications Management Technology

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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 »

InfoTrends Updates the Ultimate Guide to Web-to-Print Solutions

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 Jan 8, 2013

When web-to-print first entered the market with the onset of eCommerce in the 1990s, it was defined as a commercial prepress process that bridges the gap between digital content online and commercial print production. In the most basic terms, web-to-print was used to assist in facilitating the process for Internet based job ordering, submission, tracking, and collaboration. Now a few decades later, web-to-print vendors have expanded upon their original offerings. Originally for the e-enablement of businesses processes, web-to-print now goes beyond, to assist in the creation and tracking of multi-channel marketing campaigns, maintaining brand consistency, and acting as a connector between other online services.

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Five Key Messages from the Henry Stewart Marketing Analytics Conference

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 Nov 18, 2011

Henry Stewart held its second annual Customer and Marketing Analytics conference in downtown Boston last week from November 10-11. The theme of this year’s conference was “The Strategies, Plans, and Execution Techniques for Aligning Performance with Corporate Goals”. Throughout day one of the event, marketing experts and technology representatives spoke of their experiences, mistakes, and solutions that have brought them success. Five key messages Read more »

RR Donnelley Acquires Assets of Nimblefish Technologies

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 Dec 15, 2010

According to a press release from yesterday, RR Donnelley acquired the assets of Nimblefish Technologies, a provider of marketing automation software and solutions. From the press release:

R. R. Donnelley & Sons Company announced today that it has acquired the assets of San Francisco-based Nimblefish Technologies, a provider of multi-channel marketing services to leading retail, technology, telecom, hospitality and other customers. Nimblefish’s innovative software services include integrating direct mail, email, web, PURL and variable video components into multi-touch, multi-channel customer prospecting and engagement programs.

“Nimblefish will increase the range of multi-channel solutions that we provide to our customers,” said Thomas J. Quinlan III, RR Donnelley’s President and Chief Executive Officer. “The addition of Nimblefish’s innovative products will enable our customers to draw on RR Donnelley for automated programs that touch customers and prospects with intelligent rules-based messaging that is responsive to their interests and actions. This will leverage our extensive digital platform which offers the ability to personalize communications in quantities from one to millions.”

As stated in the press release, RR Donnelley intends to leverage Nimblefish and its marketing automation technology to offer additional cross-media capabilities and services to its customers. This is an area that has been of increasing interest to print service providers of all sizes that are trying to offer more comprehensive multi-channel and digital marketing services. Read more »

Get on the DAM Boat!

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 Jun 3, 2009

Bryan Yeager and I spent Monday of this week at the Henry Stewart DAM Symposium in NYC. For those unfamiliar with the space, digital asset management (DAM) technologies are used to manage multimedia assets such as images, digital photos, audio, video, 3D renderings, and Flash-like animation. We’ll be posting video InfoCasts with vendors from the event this and next week as well as a more detailed analysis for clients.

Why should you care about DAM?

InfoTrends research in 2006 indicated that over 25% of ALL business content is in multimedia form, excluding presentation formats that often embed this media. Read more »

Workflow a Focal Point at Kodak GUA 2009

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 May 28, 2009

Last week I had the opportunity to attend Kodak’s Graphic Users Association Conference at the Grande Lakes Resort in Orlando, Florida. For those that may be unfamiliar, the 5,500-member Graphic Users Association, more commonly referred to as GUA, is a users group for Kodak software and hardware owners. Anyone who buys at least one piece of Kodak software or hardware is able to join GUA and get access to its online forums to interact with other Kodak users, as well as the opportunity to attend the annual conference. GUA operates fairly indepedently from Kodak, but still has Kodak representatives on its board to coordinate contact between Kodak and GUA, as well as to help coordinate the conference.

This year’s overarching theme of the conference was “Efficiency Revealed”, focusing on how print service providers can utilize production workflow solutions and integration to automate their print shop, increase efficiency, improve turnaround time, and ultimately decrease costs on jobs. Kodak’s Prinergy and InSite product lines that make up Kodak’s Unified Workflow portfolio were highlighted often in various sessions. Workflow topics ranged from utilizing Prinergy’s Rules-Based Automation (RBA) functionality to setting up a business plan for integrated a workflow with MIS. There was also a full software lab available, where users could test out new and upcoming software, as well as troubleshoot issues with files or applications.

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Making Laws with XML? Not this time…

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 Feb 13, 2009

In 2006, I had the pleasure of working with several InfoTrends analysts, industry vendors, and technology users on some intriguing research entitled Multi-Channel Communications: The Content Publishing Workflow Challenge. As part of that document, we put together a solid case study on the California Legislative Bureau’s investments in XML technology for drafting bills.

The drivers for the solution were compelling — the creation of state law represents one of the most component-oriented content and collaboration-centric processes I’ve examined. Hundreds of senators and representatives may be involved from remote locations; sections of text require on-going additions and refinement up to the minute the law is passed; and the final document must be secured, archived, searchable, and widely available to participants and outsiders ASAP. XML document solutions were perfect for the purpose, and I highly recommend you check out this piece.

Fast-forward to the present day and the much-awaited/maligned stimulus bill proceeding through Congress. I awoke this morning to find this stimulus bill rendition, which the NYTimes accurately describes as “filled with hand-written copy-editing marks, insertions scrawled in the margins, deletions of whole paragraphs boxed with X’s slashing through them,and a variety of curious hash marks and other annotations.” Read more »

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