Pitney Bowes 2010 Annual Report Download - page 5

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Pitney Bowes Annual Report 2010 3
Customer communications management is about helping businesses turn these challenges to
their advantage, so they can build stronger customer relationships and sustain profi table growth.
A company that helps them accomplish this delivers enormous value. No company has more CCM
expertise than Pitney Bowes.
CCM encompasses three broad sets of capabilities, each meeting a different need. They include
the need to:
• Understand each customer well enough to know what to communicate.
• Deliver the message through each customer’s preferred channel.
• Track the customer’s response and use it to tailor the next communication.
Our capabilities already extend across the entire CCM spectrum. For several years we have been
expanding in areas like data quality, location intelligence and predictive analytics. These technologies
help businesses better understand their customers and prospects, which is a critical step in
creating more effective communications. We are already widely recognized as leading innovators
in multichannel document creation and output. We are continuing to build on our expertise in
these areas.
Our ability to integrate CCM solutions creates even greater value for our customers. A good example
is the end-to-end solution we are building for TSYS, one of the premier providers of electronic payment
and statement services for fi nancial institutions and other types of companies around the world.
Using our business intelligence software, TSYS will soon offer its customers the ability to sell space
on their statements for precisely targeted advertising. Advertisers will be able to buy space selectively,
on just those statements whose recipients match the profi les of the people they want to reach. For
advertisers, it is a more strategic way to use transactional statements for marketing. For business ,
it represents a potentially sizable new revenue stream. TSYS already uses Pitney Bowes technology
to create and send millions of physical and digital statements each month on behalf of its customers.
Business intelligence represents additional value it can now provide.
Our acquisition of Portrait Software in 2010 immediately strengthened our claim to leadership in
CCM, by adding to our already impressive capabilities in insight-driven customer communications.
Portrait’s sophisticated technologies transform customer communications from a largely outbound
discipline into a dynamic, two-way process that leverages whatever mix of channels a customer
uses. For example, we can now provide a company’s call center representatives with up-to-the-
minute insight based on a customer’s previous interactions with the company: the last direct mail
offer the customer was sent, what was said during the last call with a different rep, or the fact that
“We are sharpening our focus on customer
communications management, a $54 billion market
that is diverse and growing.”
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