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Increase the Lifetime Value of Every Customer. Customer Lifecycle Management from Pitney Bowes Customer Engagement Customer Lifecycle Management Making every interaction relevant and engaging Increase the lifetime value of every customer. Customer Lifecycle Management from Pitney Bowes. Customer experience Create profitable experiences. Build on your existing framework. A different employee supports You don’t need to “rip and replace”. leaders outperform the every interaction. Each department Our Customer Lifecycle Management market, generating a has its own process. The same data solution offers a well-planned, is captured on several platforms. incremental approach that integrates return that’s 26 points Sound familiar? It’s no wonder that with your current systems and higher than the 40 percent of organisations cite platforms. In weeks, you can deliver complexity as the greatest barrier to more personalised interactions 1 S&P 500. improving the customer experience.2 across every channel. You already have systems that track • Access, enhance and integrate transactions. We’ll help you use that customer data across departments information to create meaningful • Identify each customer’s interests engagements. Experiences that offer so you can target effectively customers real value. Interactions • Automate decisions on a that grow relationships, boost customer-by-customer basis acquisition and maximise cross- • Personalise content across inbound sell. That’s what customer lifecycle and outbound engagements management is all about. • Determine which specific engagements will drive desired results • Increase productivity with real-time marketing automation 1Watermark Consulting, The 2014 Customer Experience ROI Study • Reach each individual with a message that’s precise, actionable 2eConsultancy. Multichannel Customer Experience Report. and relevant 2 Deliver value at every stage of the customer journey. Turn prospects into Increase satisfaction with profitable customers. personalised service. When you know more about your To foster retention and long-term most profitable customers, you loyalty, you need to customise can target others like them. experiences based on individual Attract high-potential prospects preferences. Consistent interactions, with personalised experiences, and real-time document access and connect with them in whatever a more complete understanding channels they choose. Compelling of customer needs help you offers will solidify relationships respond with speed and accuracy. 5050% +I during the critical first 90 days, The result: lower attrition and adding to your bottom line. higher satisfaction. An international financial services firm increased product holding per customer Boost cross-sell and by 50% through online self-service. grow relationships. The right insights turn simple interactions into revenue-driving engagements. Your statements, call centre enquiries and self-service websites provide opportunities for cross-sell. Knowing when to promote offers and when to focus on service gives you the ability to engage customers more effectively. It’s easy to connect when you have all the tools. Customer profiling Interaction management Content management Visual data modelling Multichannel designer Call centre transformation Location intelligence High-speed output engine Customer-engaged billing Data integration Cross-channel engagements Channel synchronisation Predictive analytics Electronic bill presentment Response management Uplift modelling Digital self service Document archiving Best-next-action engine Marketing automation Personalised interactive video 3 An Internet service provider achieved industry-leading retention and $45 million (£30.5 million) in new revenues. Prioritise capabilities that make an impact. A consistent view. Real-time marketing automation. Customers expect you to know them. The best next action could be a Not just their name and account specific offer, a compliance update or number. They expect you to a request for information, such as an remember all of the transactions and email address. But knowing what to one-off engagements they’ve ever do and being able to do it are two had with you. We help you solve that different things. Our system allows problem. Our centralised data and you to connect insight to action, so document repository helps you you can personalise the experience overcome obstacles common with on a customer-by-customer basis for stand-alone systems. every interaction. • Present relevant information • Personalise engagements at every time, everywhere production speeds • Access over 2.5 million pages • Set business rules based on goals per hour and objectives • Ensure your customer-facing • Employ a rules-based engine staff see exactly what the to determine message and customer sees delivery channel • Support any type of web • Eliminate list pulls with automated, presentment or real-time scoring self-service application Omni-channel engagement. Actionable customer insight. • Every interaction informs and Once you know your customers, you updates future engagements, can use that information to create even across channels. unmatched service levels. Customer • High-speed output ensures a analytics uncover what each consistent experience, whether in customer needs. Predict and define print, digital, video or voice. ideal target segments. Identify where Content can be updated instantly specific engagements will bring the to reflect real-time needs results you need, and systematically and preferences. match the right customer with the • Synchronise inbound and right offer at the right time. outbound engagements • Personalise content based on • Add context to every engagement prior interactions • Uncover who to target and who • Co-ordinate print, mail, Web, to avoid email, text, call centre, IVR and • Identify the best-next-action for mobile experiences each customer in real time • Deploy personalised interactive • Deliver a more strategic, videos, providing a human touch synchronised experience at much lower costs • Update templates and rules with no IT coding required 6 Help customers learn more, do more and respond more online. They’ll be happier and you’ll save enormously. Make a stronger connection. Know your customers, The Pitney Bowes advantage. Acquisition? Retention? Cross sell? increase your profits. We power billions of physical and You don’t need to tackle every Understand customer needs. digital transactions, helping our problem at once. With Pitney Bowes, Honour their preferences. clients make connections to achieve you can rapidly build upon your Provide precise answers on every more with their existing operations. current infrastructure when and call, click and app. Present relevant, Talk to us today. We will be happy to where needed most. compelling offers but only when the demonstrate how these capabilities time is right. Create an experience can help you delight your customers The open, modular design lets that motivates your customers to in new, exciting ways. you build an end-to-end customer not only come back, but to also tell experience over time by taking their friends. Don’t let disparate advantage of your existing legacy technologies get in the way. systems. Start with a specific Customer Lifecycle Management process, interaction or department from Pitney Bowes can help you now, then use the same solutions increase customer lifetime value in later to create more efficient, more ways than one. personalised interactions across your entire organisation. 9 United Kingdom Building 5, Trident Place Hatfield Business Park Mosquito Way Hatfield Hertfordshire AL10 9UJ [email protected] For more information, call 08444 992 992 or visit us online: pitneybowes.com/uk Pitney Bowes and the Corporate logo are trademarks of Pitney Bowes Inc. or a subsidiary. All other trademarks are the property of their respective owners. © 2015 Pitney Bowes Inc. All rights reserved. 15DCS00125_UK .
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