This document discusses customer communication management. It notes that 37% of organizations struggle to keep up with changing communication needs. Customers prefer communicating through multiple channels like web, print, calls, apps, SMS, and social media. Effective communication requires understanding customer profiles which include demographic and lifestyle details, as well as communicating through the right channels at the right time with relevant personalized content. Data analytics and precision marketing are important for optimal customer communication and lifecycles. Organizations must manage communication across channels in a controlled, insightful, and relevant manner.

1. Customer
Communication
Management
1
Eric Roubos
Business Development Manager
Netherlands
eric.roubos@ricoh.nl

2. Everyone is unique

3. Every contact is unique

4. 37 % from
organizations are
not able to keep
up the change in
communication
IDC Document Governance Index 2012

5. More than … one flavour
Web
Print
Call CenterMail
App, SMS
Social
Media
Customer preference

6. 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

7. 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

8. Meet the needs
 Personalized content
 Relevant content
 Right timing
 Right device
 Control the interactions
 Learn from interactions

9. The role from
communication
Copyright Ricoh Nederland 2013

10. Manage the lifecycle
Acquisition Conversion Serve Growth Keep
Profitability
$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

11. Serve and use the channels
EffectivenessEffectiveness
30x
More effective
Multi-channel
Consumer
choose
multi-
channel
65.9%
SPAM

12. Engagement Content Channel
Insight and
strategy
Place, moment
& device
Relevant
information
Customer communication
management

13. Insight and
strategy
Place, moment
& device
Engagement Content Channel
Multi Channel
Communication
Precision
Marketing
Data
Analytics
Relevant
information
Customer communication
management

14. Enduser
OrganisationMulti channel communication

15. Enduser
OrganisationMulti 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 channels
into business processes
Reporting

16. Document
Composition
With
Relevant
content
With
Personalized
content
Via the right
Channel
Multi channel
Precision marketing

17. The important role from data
Data driven dialogMonolog

18. Smart
TV
Sat
Nav
Smart
Meter
Big data

19. Smart
TV
Sat
Nav
Smart
Meter
Big data
Smart
TV
Sat
Nav
Smart
Meter
Smart
TV
Sat
Nav
Smart
Meter
Smart
TV
Sat
Na
v
Smart
Meter
Smart
TV
Sat
Nav
Smart
Meter
Smart
TV
Sat
Nav
Smart
Meter
Smart
TV
S
at
N
av
Smart
Meter
Smart
TV
Sat
Nav
Smart
Meter

20. Control communication
Copyright Ricoh Nederland 2013
Communication
Integrity
Precision
marketing
Communication
management
“Control & Insight”
 Timing
 Monitoring
 Certainty
 Integration
 SLA management
 Planning
“Relevant”
 Content
 Design
 Recognize
 Associate
 Experience
 Clear
Multichannel
communication
“Correct channel”
 Interactive
 Device
 Location
 Measure
 Moment
 Secure

21. Data Analytics Content Multi Channel
Control and Insight in
communication
Control and Insight
Reporting & Dashboard
SLA management
Planning

22. Get in touch
ricohpro@ricoh.nl
+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