23
Customer Communicatio n Management 1 Eric Roubos Business Development Manager Netherlands [email protected]
| Date post: | 24-May-2015 |
| Category: |
Technology |
| Upload: | ricoh-nederland |
| View: | 461 times |
| Download: | 2 times |
Customer Communication Management
1
Eric RoubosBusiness Development ManagerNetherlands
Everyone is unique
Every contact is unique
Only 39%from organizations are document sustainable
85 % from organizations are not able to use or
don’t have the right data
20% from organizations facing problems with sharing information
Many organizations suffering operational risks or not able to meet compliancy rules
37 % from organizations are not able to keep up the change in communication
IDC Document Governance Index 2012
More than … one flavour
Web
Call Center Mail
App, SMS
Social Media
Customer preference
More than … name and adres
Female Age between 15 and 25
years
Female 23 years Breda, Netherlands Married
Female 23 years Breda, Prinsenhage, Netherlands Married, 2 children Online consumer Rent an apartment One bank account, credit card
owner and saving account Part time job Lives within 5 mile range from
bank office Profile Match from reactivation Prefer Email correspondence
The right data is crucial
Prince, born in 1948 Raised in England Married, twice Two children Successful in business Wealthy Winter sport in the Alps Love dogs
Prince, born in 1948 Raised in England Married, twice Two children Successful in business Wealthy Winter sport in the Alps Love dogs
Meet the needs
Personalized content Relevant content Right timing Right device
Control the interactions Learn from interactions
The role from communication
Copyright Ricoh Nederland 2013
Manage the lifecycle
Acquisition Conversion Serve Growth Keep
Pro
fita
bil
ity
$0
Optimal lifecycle
Average lifecycle
Time
Acquisition from customer
Profitable
Reduction from costs and grow on margin
Cross - & Up Sell from new services and products
Focus on loyalty and expectation
Serve and use the channels
EffectivenessEffectiveness
30xMore effective
Multi-channel
Consumer choose multi-
channel
65.9%
SPAM
Online
Engagement Content Channel
MOBILEDEVICES
Online
Insight andstrategy
Place, moment& device
Relevant information
Customer communication management
Insight andstrategy
Place, moment& device
Engagement Content Channel
Multi Channel Communication
Precision Marketing
DataAnalytics
Relevant information
Customer communication management
End user
Org
anis
atio
n Multi channel communication
MOBILEDEVICE
MOBILEDEVICE
End user
Org
anis
atio
n Multi channel communication
Efficient mail production
Merging full colour resources
Splitting, merging, grouping & sorting data
Bridging data, documents, systems & processes
Tracking, tracing, validating & integrity
Connecting the right device
Integration from communication channelsinto business processes
Reporting
Document Composition
With Relevant content
WithPersonalized
content
Via the rightChannel
Multi channel
Precision marketing
Big Data
The important role from data
Data driven dialogMonolog
OnlineCRMERP
Big Data
SmartTV
SatNav
SmartMeter
Big data
Big Data
SmartTV
SatNav
SmartMeter
Big data
SmartTV
SatNav
SmartMeter
SmartTV
SatNav
SmartMeter
SmartTV
SatNav
SmartMeter
SmartTV
SatNav
SmartMeter
SmartTV
SatNav
SmartMeter
SmartTV
SatNav
SmartMeter
SmartTV
SatNav
SmartMeter
Copyright Ricoh Nederland 2013
Control communication
Communication Integrity
Precision marketing
Communicationmanagement
“Control & Insight”
Timing Monitoring Certainty Integration SLA management Planning
“Relevant”
Content Design Recognize Associate Experience Clear
Multichannelcommunication
“Correct channel”
Interactive Device Location Measure Moment Secure
Data Analytics Content Multi Channel
MOBILEDEVICES Online
Control and Insight in communication
Control and InsightReporting & Dashboard
SLA management
Planning
Get in touch
+31 (0)73 – 645 2600
www.twitter.com/RicohPro
www.ricohblog.nl/productionprinting
http://www.linkedin.com/company/ricoh-netherlands
https://www.facebook.com/RicohNederland
www.ricoh.nl
