Customer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey.

Transcription

1 Customer Lifecycle Management A more synchronized, automated, profitable experience at every stage of the customer journey.

2 Customer engagements cut across multiple products, disparate technologies and distinct departments. To grow relationships, you need simpler, more effective ways to make connections, see opportunity and respond with relevance, speed and consistency throughout the entire customer lifecycle. No one can afford to simply start over When you think about the number of people, processes and technologies that support every customer relationship, it can be daunting. In today s age of the customer 1, it s no wonder that most organizations fail to deliver a true customer-focused, growth-oriented experience. The already complex infrastructure that tracks transactions (a system of record ) becomes more cumbersome with each new product, channel, device and initiative. What organizations seek are effective ways to transform their current assets into a system of engagement that can link insight with action and influence customer behavior across the entire customer lifecycle. Build on existing infrastructure to create connected customer experiences Revolutionize your capabilities without replacing your existing infrastructure. Pitney Bowes can help you implement a true end-to-end solution that drives increased acquisition, greater cross-sell and reduced attrition with a well-planned, well-integrated, incremental approach. Working with your existing framework and investments not a rip and replace option your organization can quickly begin to reach the right customers with the right messages. Our approach to Customer Lifecycle Management offers a smart, cost-effective way to gain increased customer understanding, turning insights into personalized interactions in every channel and at every touchpoint. Over the past five years, customer experience ratings have steadily declined. Only about one-third of all companies deliver a good or excellent customer experience. 2 Drive results by integrating customer insight with every interaction automatically Knowing your customers personally is highly rewarding. With Pitney Bowes, you can quickly access, enhance and integrate insightful customer data across your enterprise. While others sell campaign management, Pitney Bowes enables your organization to automate decisions on a customer-bycustomer level. Pinpoint customization lets you systematically drive channel, content and formats across inbound and outbound engagements. Real-time customer analytics uncover areas of interest, predict and define ideal targets, and identify areas where specific engagements will drive desired results. By increasing productivity though marketing automation, your organization can increase margins and profits even with the same resources. 1 Competitive Startegy in the Age of the Customer, 2013, Forrester Research 2 Customer Experience Index Report, 2012, Forrester Research

3 In the age of the customer, marketers need to be more targeted and more relevant than ever before. Inbound interactions such as call-center inquires and selfservice provide significant opportunities for cross-sell. A dissatisfied customer will often tell, on average, between 9-15 people about their experience 3. Convert more prospects into profitable customers Acquisition efforts start long before you hit send on an or mailer. You need to know what makes your most profitable customers tick. Without that intelligence, you can t effectively target new customers. To boost conversion, you need to recognize prospects when they respond, and allow them to seamlessly shift from one channel to another. Automated onboarding creates a personalized experience solidifying the relationship with compelling upsell during the critical first 90 days. The end result: more customers and greater revenue. An international bank increased sales success 35% by incorporating customer analytics, best-next-action decisioning and marketing automation into everyday interactions. Boost cross-sell and grow relationships The ability to utilize realtime, predictive analytics to inform and enhance every interaction can turn simple inquiries into revenue-driving engagements. Best-nextaction recommendations, high-speed multichannel output and real-time interaction management work together to transform monthly statements, call centers, web sites, welcome kits and simple notifications into highly personalized marketing engines. Knowing when to promote offers and when to focus on service gives you the power and permission to engage customers more effectively across the entire customer lifecycle. Increase satisfaction with personalized service for less To foster retention and long-term loyalty, you need to customize customer experiences based on an individual s needs and preferences. It begins with consistent interactions across print, web, call centers, mobile, or SMS. This well-orchestrated, multichannel dialogue continues with real-time access to information and documents, automated response-management as well as intelligent selfservice. Driven by a complete customer profile including such details as relationship, transactions, purchase history and prior engagements this value-driven approach to service enables you to respond quicker, boosting satisfaction at every turn. 3 U.S. White House Office of Consumer Affairs

4 You knew my needs and honored my preferences, on every call, click and app. I could always get answers anytime, anyway. You never came after me with an endless stream of offers, but I still spend more with you than with any other supplier and tell everyone I know to choose you as well. Understand and predict customer behaviors Pitney Bowes is unique in its ability to capture customer information and turn it into actionable insight in real-time. Our suite of data management and predictive analytics solutions transform information from disparate sources into specific best-next-action recommendations for each customer at each interaction. Rules-based engines, uplift modeling and instant updates drive messaging and delivery choices, so you can deliver a more strategic, synchronized experience across channels. Foster highly personalized, two-way dialogues across every touchpoint Our coordinated, inbound-outbound communications make it easy to create consistent, personalized experiences across print, web, call centers, mobile and IVR. Templates and rules can be centrally managed or updated instantly with no IT coding required providing business units the agility today s market requires. Your teams will have total visibility into data, documents and interactions, while integrated marketing automation systematically guides every customer interaction, incorporating the latest insights in real-time. Real-time dialogues Connect customer data across departments and platforms to automatically update messaging and experiences based on earlier customer interactions even when they occur on different channels just seconds apart. Gain end-to-end capabilities from a single source Customer profiling Interaction management Content management Visual data modeling Multichannel designer Call center transformation Location intelligence High-speed output engine Customer engaged billing Data integration Cross-channel engagements Channel synchronization Predictive analytics Electronic bill presentment Response management Uplift modeling Digital self service Document archiving Best-next-action engine Marketing automation Printstream engineering A financial services organization increased products-percustomer 50% by targeting specific offers using online self-service and integrated analytics.

5 Gain much-needed agility With Pitney Bowes, you can rapidly build upon your current infrastructure when and where needed most. The open, modular design of the Pitney Bowes solution enables you to build a winning, end-to-end customer experience over time by taking advantage of your existing legacy system investments. Start with a specific process, interaction or department knowing you can expand the technologies deployed now to support more efficient, personalized interactions across your entire enterprise. Deliver true, real-time marketing automation Only Pitney Bowes offers a proven way to integrate one-to-one personalization into every communication at production speeds. Our best-next-action recommendation engine ensures messaging, formats and channel selection align with customer preferences and business objectives. Each interaction informs and updates future engagements even across channels to create seamless, goal-oriented experiences. Combined with reliable, high-speed multichannel output and document archiving, you can engage customers in more relevant ways across print, mail, call centers, web, mobile, and SMS text. Drive performance with a proven, tested leader Recognized by leading analysts (such as Gartner and Forrester Research) for solutions that span predictive analytics and communication management, Pitney Bowes unites customer intelligence with production know-how at every step. Global brands supporting hundreds of millions of customers rely on our proven technologies to increase purchase rates, boost loyalty and decrease servicing costs. Create a connected experience with Pitney Bowes Don t let disparate technologies or siloed organizations get in the way of a more engaging customer experience. Customer Lifecycle Management from Pitney Bowes makes it easier to cut costs and grow revenues with more effective acquisition, increased crosssell and lower attrition.

6 For more information call or visit us online: UNITED STATES CANADA EUROPE/UNITED KINGDOM ASIA PACIFIC/AUSTRALIA Pitney Bowes Inc. All rights reserved. Pitney Bowes and the Corporate logo are registered trademarks of Pitney Bowes Inc. or a subsidiary. All other trademarks are the property of their respective owners AMER _DCS_03912