Manfred Iske addresses the issue of where output management is headed and how digital natives are dealing with the multitude of communication channels. His talk delves into the advancements in next generation customer correspondence for enterprises.
Two markets joined like Siamese twinsCustomer dialog Social Media Output Management Dialog Mass printing (Social) CRM Transpromo Multichannel Print spooler integration Processes Real-time communication Customer dialog Mail merge
9,600,000,000 minutes or 6,666,666 days and nights – the time Germans spent on facebook in May 2011. 22% of the time surfing the Internet was dedicated to social media 24% of all users spent more time on social media networks than emailing82% of all users feel that written correspondence via conventional or digital media is not adequately personalized
“In the future, everyone will be world-famous for 15 minutes,” Andy Warhol, 1986The consumer is a reporter, blogger, critic, fan, or pop star Brands are in the spotlight Consumers take center stage 1950 1960 1970 1980 1990 2000 2010ADAPTED FROM WILDFIRE AGENCY
The COSTof INACTION! If customer enquiries via the social media go unanswered, consumers revert to much more expensive channels. $20 $15 $10 $5 Social Media Sources: LG / CLICKFOX, „Social Media: An Emerging Customer Service Channel“
low high Dialog Telco Travel Aviation Automotive High-tech Energy E-Commerce Finance The gap in customer dialog
Early adopterssought Output Management Social Media Technology Life CycleSource: Chart adapted from the “Technology Adoption Curve” by Joe M. Bohlen, George M. Beal and Everett M. Rogers
Communication platform CRM/ERP system Social media Social media Social Media Social media chat cockpit Chat analyzerInstantmessengerWeb pagechat Search Social profiles social networksfacebook facebook Open Twitterchat graph API social API