pitney bowes software corporate power-point presentation november 12,2012 (v10)
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Pitney Bowes Software Corporate Overview How we can help you enable lifetime customer relationships
November 12, 2012
Pitney Bowes Software Overview
Customer Needs Today
Enabling Lifetime Customer Relationships
Why Pitney Bowes
1
2
3
Agenda
Every customer is unique
Each Customer Relationship is not a straight path
FemaleBetween 15 and 25 years of age
FemaleAge 22Buenos Aires, ArgentinaMarried
FemaleAge 22Buenos Aires, ArgentinaMarried with 3 childrenOnline consumerRents appartmentOwns 5 year old ToyataExisting customer of one productNo life insurancePart time jobLives 5 minute drive time from my branch/storeMatch profile of my best customerPrefers email correspondance
A customer is more than a name and address
Customer interactions are no longer one flavor
Web
Call Center Store
SMS
Social Media
Customer Preference
Successful relationships are based on integrated customer interactions
Source: Forrester Research, Inc
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
Pitney Bowes Software Overview
Customer Experience
Enabling Lifetime Customer Relationships
Why Pitney Bowes
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2
3
Agenda
Build Customer Lasting Relationships
Relationships are founded on emotions of trust, empathy & respect built from experiences created by communication
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
Our Capabilities
InsightUnderstanding and predicting customer behavior
DataIntegrating and
enriching individual
customer data
StrategyDeciding and executing on the customer best- next-action
CommunicationsManaging and
connecting the cross-channel customer
dialogue
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
InsightData
StrategyCommunications
Location Intelligence• Address validation • Address cleansing• Global Geocoding• Tax data• Risk data
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
InsightData
StrategyCommunications
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
InsightData
StrategyCommunications
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
InsightData
Strategy
Communications
Profile customersIdentify best customersReach right prospects
Predict risk of churn Identify and address
churn/ defections Preempt with
retention offers
Predict future needsDeliver proactive
service resolutionDecisions for best-next
action
Predict future lifecycle events
Recommend up-sell/ cross-sell offers
Configure account strategies to meet customer needs
Determine best channelReflect customer
preferences
Our solutions enable customer lifecycle management
Result: Maximize Customer Lifetime Value
Acquire > Convert > Serve > Grow > Retain
Pro
fitab
ility
$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
Better customer relationships at each stage drives millions in revenue
The industries that we enable
Insurance
Utilities
Healthcare
Telecommunications
Financial Services
Retail
Pitney Bowes Software Overview
Customer needs are Evolving
Enabling Lifetime Customer Relationships
Why Pitney Bowes
1
2
3
Agenda
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
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Customer Communications Management
Value propositionCapabilities
ELCR
Verticalized Customer Lifecycle Solutions
InsightData
StrategyCommunications
Solutions
ONLY ORGANIZATION THAT COVERS ALL
PBS
Recognized by the analysts (Option 1)
INSIGHTDATA STRATEGY COMMUNICATION
Customer Data Mining Customer Service Contact CentersMulti-channel CM
Predictive Analytics
& Data Mining
Cross-Channel CM
Data Integration Tools
Data Quality Tools
Enterprise Data Quality Platforms
Managed Print Services
Document output
ONLY ORGANIZATION THAT COVERS ALL
PBS
Recognized by the analysts (Option 2)
INSIGHTDATA 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
Enabling our customers
Representative Customers
Insurance Utilities HealthcareTelecommunications Financial Services Retail
Alliances and Partnerships
Alliances
Partnerships
Our goal
YourSuccessYour
Success
Q & AThank You