Pitney Bowes Business Insight Unveils Quocirca White Paper on the Business Benefits of a Customer Communication Management (CCM) Strategy

‘Turning Customer Interaction into Profitable Relationships’ report provides independent insight into how CCM enables greater operational efficiencies and improved customer experience

Windsor, 22 September 2009 – Pitney Bowes Business Insight (PBBI), a global provider of location and communication intelligence software, data and services, today releases a new report from primary research and analysis company Quocirca, presenting an authoritative understanding on how a Customer Communication Management (CCM) strategy can help businesses to establish more profitable customer relationships.

Sponsored by PBBI, the independent report provides digestible insight into the value of a CCM strategy as a means to enable effective, unified, multi-channel, inbound and outbound customer communications. The report is now available for free download at: http://go.pbinsight.com/quocirca.

“Through streamlining the communication process at each customer touch point, a CCM strategy can uncover significant opportunities for realising lower costs, greater operational efficiencies and improved customer experience,” said Laurence O’Hagan, Global Portfolio Director for CCM, Pitney Bowes Business Insight.

“We work with our customers to develop a long-term CCM strategy supported by our leading CCM technologies and services. Organisations need to evaluate all their customer communications processes in order to ensure existing approaches for creating, managing and delivering customer communications - from billing through direct mail to contact centre operations – form an integral part of a CCM strategy.  In this way, CCM is able to complement and add value to existing enterprise business systems.”

Louella Fernandes, Principal Analyst at Quocirca said; “Pitney Bowes Business Insight’s valuable sponsorship of this report enabled us to investigate the pivotal issues facing organisations in today’s connected world.  Businesses are under pressure to deliver timely, personal and compelling communications across multiple channels. Our report aims to help private and public organisations understand how a well formulated CCM strategy can transform the impact of customer communications at every touch point, driving operational efficiencies and building customer loyalty.”

Opening up with a view on the business challenges of communications in the digital age, ‘Turning Customer Interaction into Profitable Relationships’ walks readers through the current landscape of Web 2.0-based communications technologies, examines the relationship value of print and electronic communication tools, and explains the fundamentals of a CCM platform and related operational benefits, as well as providing examples of CCM in practice.

Importantly, the report highlights the reasons why existing enterprise business systems – CRM, BI, ECM, EDM among others – fall short in enabling effective, unified, multi-channel, inbound and outbound customer communications and how CCM provides the key, missing component.

To download the Quocirca report, ‘Turning Customer Interaction into Profitable Relationships’, please go to: http://go.pbinsight.com/quocirca