Communication Intelligence in the Mailstream

Getting and keeping customers - and doing it profitably - is a challenge as old as commerce itself. What's new is the ability to communicate personally with customers whenever, wherever, and in whatever ways are most powerful and effective. This Pitney Bowes White Paper explains how customer communication management (CCM) can leverage communication intelligence in the mailstream to increase customer satisfaction and help you increase revenue, reduce costs and increase profitability.

In today's world, personalized communication is the best way - some would say the only way - to strengthen the loyalty of existing customers, attract new ones and increase sales. New revenue, especially from repeat customers, can drive profits to the bottom line. But connecting personally with individuals is challenging, especially in an era when competition is increasing and sales channels are expanding as never before. Effective customer communication management - with true relevancy - is one of the biggest challenges businesses face today. The solution and opportunity lie in the mailstream - the flow of billions of physical and digital communications driving the global economy. Specifically, new forms of communication intelligence in the mailstream are driving revenue and profitability growth while they fundamentally redefine and redirect the relationships between organizations and their customers.

Communication intelligence entails:  

1. An understanding of the needs and wants of every customer.

2. Intelligent and cost-effective production and management of more personalized customer communication.

3. Enhancing relevant dialogue and expanding more productive interactions with customers across all channels.

In short, companies with the most effective CCM deliver greater productivity and profitability by focusing on three forms of intelligence in the mailstream: customer intelligence, production intelligence and channel intelligence.