Pitney bowes software corporate power-point presentation november 12,2012 (v10)
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Pitney bowes software corporate power-point presentation november 12,2012 (v10)
- 1. Pitney Bowes Software Corporate Overview How we can help you enable lifetime customer relationships November 12, 2012
- 2. Pitney Bowes Software Overview Customer Needs Today Enabling Lifetime Customer Relationships Why Pitney Bowes 1 2 3 Agenda
- 3. Every customer is unique
- 4. Each Customer Relationship is not a straight path
- 5. Female Between 15 and 25 years of age Female Age 22 Buenos Aires, Argentina Married Female Age 22 Buenos Aires, Argentina Married with 3 children Online consumer Rents appartment Owns 5 year old Toyata Existing customer of one product No life insurance Part time job Lives 5 minute drive time from my branch/store Match profile of my best customer Prefers email correspondance A customer is more than a name and address
- 6. Customer interactions are no longer one flavor Web Mail Call Center Store SMS Social Media Customer Preference
- 7. Successful relationships are based on integrated customer interactions Source: Forrester Research, Inc
- 8. Do you meet customer needs at every stage of the relationship? • Talk to them personally. • Make every message relevant. • Communicate with them the way they prefer—web, text, email, mail. • Manage the conversation across multiple interactions • Learn from every interaction
- 9. Pitney Bowes Software Overview Customer Experience Enabling Lifetime Customer Relationships Why Pitney Bowes 1 2 3 Agenda
- 10. Build Customer Lasting Relationships Relationships are founded on emotions of trust, empathy & respect built from experiences created by communication
- 11. Customer Communications Management is the essence of life long lasting relationships Connected interactions • Guided User Experience • Intelligent Best next actions • Cross Channel Delivery • Personalization • Channel Coordination • On going conversation • Connected Interactions • Channel Aware • Social Channels Deep Understanding of Customer • Accurate Data (Data quality) • Historical Data • Demographics • Contextual Data • Location Data • Customer behavior • Customer Preferences • Predictive Analytics
- 12. Our Capabilities Insight Understanding and predicting customer behavior Data Integrating and enriching individual customer data Strategy Deciding and executing on the customer best- next-action Communications Managing and connecting the cross- channel customer dialogue
- 13. PBS Capabilities - Data Data Enhancement • Demographic data • Psychographic data • Social-economic data Data prep & composition • Data integration • Data cleansing • Data standardization • Identity Relationships • Data profiling 360° Customer View Insight Data Strategy Communications Location Intelligence • Address validation • Address cleansing • Global Geocoding • Tax data • Risk data
- 14. PBS Capabilities - Insight Customer Analytics • Customer segmentation & targeting • Propensity to churn and purchase • Customer lifetime value (CLV) analysis Campaign Analysis • Offer management • Uplift modelling • Contact optimization Location Intelligence • Target market definitions • Market analysis • Site-locations analysis • Sales and delivery routing • Risk analysis • Territory and tax-area assignments Insight Data Strategy Communications
- 15. PBS Capabilities - Strategy Organization Strategy • Location strategy • Performance Management • Direct marketing • Campaign management Customer Strategy • Customer strategy and governance • Offer management • Contact optimization • Real-time decisioning Insight Data Strategy Communications
- 16. PBS Capabilities - Communication Multi-channel output • Document composition • Doc archiving/retrieve • Interactive doc comp • Print production mgmt • Mail efficiency Cross-channel interactions • Campaign management • Customer lifecycle management • Connected, consistent cross- channel dialogues • Integrated customer fulfilment • Real-time recommendations • Inbound offer management Insight Data Strategy Communications
- 17. Profile customers Identify best customers Reach right prospects Predict risk of churn Identify and address churn/ defections Preempt with retention offers Predict future needs Deliver proactive service resolution Decisions for best-next action Predict future lifecycle events Recommend up-sell/ cross-sell offers Configure account strategies to meet customer needs Determine best channel Reflect customer preferences Our solutions enable customer lifecycle management
- 18. Result: Maximize Customer Lifetime Value Acquire > Convert > Serve > Grow > Retain Profitability $0 Optimized Customer Lifecycle Typical Customer Lifecycle PBS Value Customer Lifetime • Acquire profitable customers • Make customers profitable faster • Reduce cost to serve and drive margin • Cross-sell/up-sell and drive revenue • Reduce number of unprofitable customers • Focus on retention, loyalty and engagement to drive profitability
- 19. Better customer relationships at each stage drives millions in revenue
- 20. The industries that we enable Insurance Utilities Healthcare Telecommunications Financial Services Retail
- 21. Pitney Bowes Software Overview Customer needs are Evolving Enabling Lifetime Customer Relationships Why Pitney Bowes 1 2 3 Agenda
- 22. Pitney Bowes is a strong, trusted partner in Customer Communications Management • A strong, diverse and global company: – Serving two million customers in more than 100 countries – Vertical Expertise – Celebrating our 90th year of innovation – Serving 98% of Fortune 500 22
- 23. Customer Communications Management Value proposition Capabilities ELCR Verticalized Customer Lifecycle Solutions Insight Data Strategy Communications Solutions
- 24. Recognized by the analysts (Option 1) INSIGHT DATA STRATEGY COMMUNICATION Customer Data Mining Customer Service Contact Centers Multi-channel CM Predictive Analytics & Data Mining Cross-Channel CM Data Integration Tools Data Quality Tools Enterprise Data Quality Platforms Managed Print Services Document output
- 25. Recognized by the analysts (Option 2) INSIGHT DATA STRATEGY COMMUNICATION Customer Data Mining Customer Service Contact Centers Predictive Analytics & Data Mining Cross-Channel CM Data Integration Tools Data Quality Tools Enterprise Data Quality Platforms Managed Print Services Document output Multi-channel CM Magic Quadrants Waves
- 26. Enabling our customers Representative Customers Insurance Utilities Healthcare Telecommunications Financial Services Retail
- 29. Q & A Thank You
Editor's Notes
- Consumer ExpectationsThe consumer is now empowered – they want it now, anytime and anywhere and will not be taken for grantedThe Market is being“Mobilized”“Socialized”“Localized”“Personalized”“Emotionalized”Business ChallengesLaunching and marketing products successfully in a volatile economyAcquiring new customers from online and social media prospectsGrowing relationships with existing customersKeeping customers happy through thick and thinKeeping fraudsters at bay
- Not only have our customers validated our expertise and skills in the area of helping organizations better manage customer relationships. We have strong validation from key industry analysts – specifically talking about both Gartner and Forrester. What we are showing here is our standings, how those 2 organizations rate us and evaluate us, both in the Gartner Magic Quadrant and Forrester Waves. Across 4 key areas of Data, Insight Strategy and Communications.We are the only organization that has representation in all four areas. This supports the fact that we are one of the few organizations that can bring together Data, Insight, Strategy and Communications which are the 4 key things that underpin an organizations ability to better manage customer relationships.
- Not only have our customers validated our expertise and skills in the area of helping organizations better manage customer relationships. We have strong validation from key industry analysts – specifically talking about both Gartner and Forrester. What we are showing here is our standings, how those 2 organizations rate us and evaluate us, both in the Gartner Magic Quadrant and Forrester Waves. Across 4 key areas of Data, Insight Strategy and Communications.We are the only organization that has representation in all four areas. This supports the fact that we are one of the few organizations that can bring together Data, Insight, Strategy and Communications which are the 4 key things that underpin an organizations ability to better manage customer relationships.