Customer Communications Management: Delivering a consistent customer experience across multiple...
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CUSTOMER COMMUNICATIONS MANAGEMENT
BETTER BUSINESS PROCESSES
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CUSTOMER COMMUNICATIONS MANAGEMENT (CCM)Delivering a consistent customer experience across multiple channels with true personalisation
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BUILD CUSTOMER LOYALTY AND STRENGTHEN YOUR BUSINESS
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THE CCM LANDSCAPE IS CHANGING
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CUSTOMERS EXPECT MORE
If you want to get heard and you want to stand out from the crowd, your messages have to be relevant and personalised
Loyalty isn’t easily won
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AND IN THE RIGHT PLACE, AT THE RIGHT TIME
There are more channels
than ever before
And that message needs to be consistent
You need to pick the right mix to
get your message across
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CONFLICTING MESSAGES CONFUSE CUSTOMERS
When different departments say different things, the customer goes
somewhere different for a solution
A coordinated approach gives you
more control
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WINNING NEW BUSINESS COSTS MORE THAN GROWING EXISTING BUSINESS
Reduce costs by retaining customers
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EFFICIENT USE & RE-USE OF CONTENT CAN DRIVE SAVINGS TOO
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INFORMATION AT WORKOn 3 July 2014 Canon hosted an event to bring together industry experts and technology leaders to discuss opportunities and share insights around Information Management – including Customer Communications Management (CCM)
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CCM SEMINAR OVERVIEW1. DECENTRALISED COMMUNICATIONS2. MULTI-CHANNEL DEMANDS3. COMPLEXITY
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1. DECENTRALISED COMMUNICATIONS
How easy is it to ensure greater integration and messaging consistency with each stakeholder across multi-department and sometimes multi-region campaigns?
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2. MULTI-CHANNEL DEMANDSHow can organisations ensure their marketing message is hitting the right people in the medium – reaching out to customers in the way they want to be reached?
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3. COMPLEXITY
How can organisations avoid increasing the complexity of enterprise communications with point solutions? Is there a ‘big fix’?
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THE SPEAKERS INCLUDED:
Adam GillbeEuropean Strategic Communications Director
Canon Europe
Kaspar RoosDirector
InfoTrends Production
A specialist in forecasting CCM market trends
Manfred SennManaging Director
Mapro AG
A Canon customer with a success story to share
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THEY TALKED ABOUT...
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CHANNEL LISTENING & RESPONSE MANAGEMENT
• Channel listening & monitoring
• Feedback analysis
• Trigger for additional actions or on-demand communications
MULTI CHANNEL PRODUCTION
• Output across all channels
• Content optimisation
• Archiving & Retreival
• E-billing and mobile payment
CUSTOMISED COMMUNICATIONS
• Structured, on-demand or interactive
• On-statement messaging (blending personalised
information with transactional data)
• Not limited to print; rich media (e.g. personalised
videos) can be embedded in electronic content
• Quick Response Codes or Augmented Reality for
additional interactivity
DATA CAPTURE & ANALYTICS
• Capturing / Data Mining
• Data integration
• Customer Segmentation & Analysis
CUSTOMER COMMUNICATION MANAGEMENT OVERVIEW
Source: InfoTrends
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MORE CONTROL
• Manage interactions centrally
• Align communications
ANALYSE
DISTRIBUTE
INTERACT CREATE
OPTIMISE
ENGAGE
LEVERAGE ALL CHANNELS
• Higher customer satisfaction through multi-channel content delivery and channel synchronicity
Source: InfoTrends
OPTIMISE ENGAGEMENT
• Increase the customer experience through relevancy, timely and interactive communications
• Optimise the lifetime value of the customer
REDUCE COST
• Reduce IT cost through template-based design and fulfilment
• Workflow automation
CCM BENEFITS FOR BUSINESSES
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IT’S HARDER THAN EVER TO MAINTAIN A COMPETITIVE EDGE
• Messaging not reaching the right audience in their preferred method of communication
• Lack of personalised customer experience
THE KEY CHALLENGES CCM FACES
• Lack of visibility over the quality of business-critical communications
• Branding guidelines not being followed
• Growing demand for digital communications
• Compliance with data management regulations
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WHAT A WELL-RUN CCM PROGRAMME DELIVERS
• Complete control over the way your organisation communicates with its customers
• Better value from business-critical communications
• Full visibility of external communications which helps to maximise up-selling and cross-selling opportunities
• Reduced operational costs as a result of shifting towards automated digital communications
• Privacy of communications and full compliance with complete audit trail of the entire communications process
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HOW CCM EXCELLENCE IS A TEAM EFFORT• The person who pays for the infrastructure is not necessarily
the person using it the most
• Everyone wants and needs a say
• Consider creating a CCM centre of excellence: a cross-team group working together to develop best practice
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Implementation Complexity
Majority of businesses
Leaders
Requires CCM Centre of Excellence
Relevant, consistent and appropriate content delivered via the customers’ preferred channels
Authentic, purposeful and engaging communications that optimise the lifetime value of the customer
Print to Digital
Single to Multi Channel
Multi ChannelSynchronicity
CentralisedCommunications Hub
CustomerEngagement Strategy
Source: Overcoming Implementation Challenges in of CCM Solutions in Enterprises, InfoTrends 2013
A STRATEGY FOR IMPLEMENTING CCMCustomer Engagement
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MAPRO AG CASE STUDY Multi-Channel communications in action
A Swiss Digital Printing, 3D Animation & Graphic Design Business with B2B clients
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THE CHALLENGE
Mapro AG needed to reframe
its approach to multi-channel
communications
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THE CHANGEA shift of focus to personalised digital print at the heart of cross-media campaigns combining Canon hardware with DirectSmile software
Mapro AG added value to printed products by connecting to the web (print2web)
And Mapro AG’s collaboration with Canon led to Mapro reinventing itself as a full service provider of creative animation and print
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…so high that the organisers decided to extend the
event to 2 days
A cross-media campaign to attract attendees to an
event achieved record levels of interest
and attendance...
THE RESULTS• Direct Mail with a high response rate
• Up from an average of 2–3% to 10–12%
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“THE COLLABORATION WITH CANON OPENED THE DOOR FOR US TO AN ENORMOUS OPPORTUNITY IN A FUTURE-ORIENTED CROSS-MEDIA MARKET. CANON IS A DEPENDABLE AND COMPETENT PARTNER FOR WHOM OFFERING CREATIVE IDEAS AND VISIONS FOR ITS CUSTOMERS IS AT THE HEART OF ITS DAY-TO-DAY BUSINESS. WE’VE COME TO SEE THE TEAM AT CANON AS SUPPORTIVE FRIENDS.”
MANFRED SENNMANAGING DIRECTOR OF MAPRO AG
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MORE INFORMATIONIf you are an existing Canon customer, please contact your account manager to find out how better Customer Communications Management can transform your business
Or contact us on:[email protected]/For_Work