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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 every You don’t need to “rip and replace.” leaders outperform the interaction. Each department has its Our Customer Lifecycle Management market, generating a own process. The same data is solution offers a well-planned, captured on several platforms. Sound incremental approach that integrates return that’s 26 points familiar? It’s no wonder that 40 with your current systems and higher than the percent of organizations cite platforms. In weeks, you can deliver complexity as the greatest barrier to more personalized interactions across 1 S&P 500. improving the customer experience.2 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 customers’ interests so engagements. Experiences that offer you can target effectively customers real value. Interactions that • Automate decisions on a grow relationships, boost acquisition customer-by-customer basis and maximize cross sell. That’s what • Personalize content across inbound customer lifecycle management is and outbound engagements all about. • Determine which specific engagements will drive desired results 1Watermark Consulting, The 2014 Customer • Increase productivity with real-time Experience ROI Study marketing automation • Reach each individual with a message 2eConsultancy. Multichannel Customer Experience Report. that’s precise, actionable and relevant 2 Deliver value at every stage of the customer journey. Turn prospects into profitable Increase satisfaction with customers. personalized service. When you know more about your To foster retention and long-term most profitable customers, you can loyalty, you need to customize target others like them. Attract high- experiences based on individual potential prospects with personalized preferences. Consistent interactions, experiences, and connect with them in real-time document access and a more whatever channels they choose. complete understanding of customer Compelling offers will solidify needs helps you respond with speed relationships during the critical first and accuracy. The result: lower 5050% +I 90 days, adding to your bottom line. attrition and higher satisfaction. An international financial services firm increased product holding per customer by Boost cross-sell and grow 50% through online self-service. relationships. The right insights turn simple interactions into revenue-driving engagements. Your statements, call center inquiries 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 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 Personalized interactive video 3 An Internet service provider achieved industry-leading retention and $45 million in new revenues. Prioritize capabilities that make an impact A consistent view Real-time marketing automation Customers expect you to know them. Not just their name The best next action could be a specific offer, a compliance and account number. They expect you to remember all of update, or a request for information, such as an email the transactions and one-off engagements they’ve ever had address. But knowing what to do and being able to do it are with you. We help you solve that problem. Our centralized two different things. Our system allows you to connect data and document repository helps you overcome insight to action, so you can personalize the experience on obstacles common with standalone systems. a customer-by-customer basis for every interaction. • Present relevant information every time, everywhere • Personalize engagements at production speeds • Access over 2.5 million pages per hour • Set business rules based on goals and objectives • Ensure your customer-facing staff see exactly what • Employ a rules-based engine to determine message and the customer sees delivery channel • Support any type of web presentment or • Eliminate list pulls with automated, real-time scoring self-service application Omnichannel engagement Actionable customer insight • Every interaction informs and updates future Once you know your customers, you can use that engagements, even across channels. information to create unmatched service levels. Customer • High-speed output ensures a consistent experience, analytics uncover what each customer needs. Predict and whether in print, digital, video or voice. Content can be define ideal target segments. Identify where specific updated instantly to reflect real-time needs engagements will bring the results you need, and and preferences. systematically match the right customer with the right offer • Synchronize inbound and outbound engagements at the right time. • Personalize content based on prior interactions • Coordinate print, mail, Web, email, text, call center, IVR and • Add context to every engagement mobile experiences • Uncover who to target and who to avoid • Deploy personalized interactive videos, providing a human • Identify the best-next-action for each customer in touch at much lower costs real time • Update templates and rules with no IT coding required • Deliver a more strategic, synchronized experience 6 Help customers learn more, do more and respond more online. They’ll be happier and you’ll save big. Make a stronger connection. more efficient, personalized Don’t let disparate technologies get Acquisition? Retention? Cross sell? interactions across your in the way. Customer Lifecycle You don’t need to tackle every entire organization. Management from Pitney Bowes can problem at once. With Pitney Bowes, help you increase customer lifetime you can rapidly build upon your Know your customers, increase value in more ways than one. current infrastructure when and where your profits needed most. Understand customer needs. Honor The Pitney Bowes advantage their preferences. Provide precise We power billions of physical and The open, modular design lets you answers on every call, click and app. digital transactions, helping our clients build an end-to-end customer Present relevant, compelling offers make connections to achieve more experience over time by taking but only when the time is right. with their existing operations. Talk to advantage of your existing legacy Create an experience that motivates us today. We will be happy to systems. Start with a specific process, your customers to not only come back demonstrate how these capabilities interaction or department now, then but to also tell their friends. can help you delight your customers in use the same solutions later to create new, exciting ways. 9 United States/Canada 800 327 8627/800 268 3282 [email protected] [email protected] India +91 11 4219 5501 [email protected] Europe/United Kingdom +44 800 840 0001 [email protected] Asia Pacific/Australia +61 2 9475 3500 [email protected] [email protected] Visit us online: pitneybowes.com 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. © 2014–2015 Pitney Bowes Inc. All rights reserved. 15DSC00009_US.
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