pitney bowes software corporate power-point presentation november 12,2012 (v10)

Pitney Bowes Software Corporate Overview How we can help you enable lifetime customer relationships

November 12, 2012

Pitney Bowes Software Overview

Customer Needs Today

Enabling Lifetime Customer Relationships

Why Pitney Bowes

1

2

3

Agenda

Every customer is unique

Each Customer Relationship is not a straight path

FemaleBetween 15 and 25 years of age

FemaleAge 22Buenos Aires, ArgentinaMarried

FemaleAge 22Buenos Aires, ArgentinaMarried with 3 childrenOnline consumerRents appartmentOwns 5 year old ToyataExisting customer of one productNo life insurancePart time jobLives 5 minute drive time from my branch/storeMatch profile of my best customerPrefers email correspondance

A customer is more than a name and address

Customer interactions are no longer one flavor

Web

Mail

Call Center Store

SMS

Social Media

Customer Preference

Successful relationships are based on integrated customer interactions

Source: Forrester Research, Inc

Do you meet customer needs at every stage of the relationship?

• Talk to them personally.

• Make every message relevant.

• Communicate with them the way they prefer—web, text, email, mail.

• Manage the conversation across multiple interactions

• Learn from every interaction

Pitney Bowes Software Overview

Customer Experience

Enabling Lifetime Customer Relationships

Why Pitney Bowes

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2

3

Agenda

Build Customer Lasting Relationships

Relationships are founded on emotions of trust, empathy & respect built from experiences created by communication

Customer Communications Management is the essence of life long lasting relationships

Connected interactions• Guided User Experience• Intelligent Best next actions• Cross Channel Delivery• Personalization• Channel Coordination• On going conversation • Connected Interactions• Channel Aware• Social Channels

Deep Understanding of Customer• Accurate Data (Data quality)• Historical Data• Demographics• Contextual Data• Location Data• Customer behavior• Customer Preferences• Predictive Analytics

Our Capabilities

InsightUnderstanding and predicting customer behavior

DataIntegrating and

enriching individual

customer data

StrategyDeciding and executing on the customer best- next-action

CommunicationsManaging and

connecting the cross-channel customer

dialogue

PBS Capabilities - Data

Data Enhancement• Demographic data• Psychographic data• Social-economic data

Data prep & composition• Data integration• Data cleansing• Data standardization• Identity Relationships• Data profiling

360° Customer View

InsightData

StrategyCommunications

Location Intelligence• Address validation • Address cleansing• Global Geocoding• Tax data• Risk data

PBS Capabilities - Insight

Customer Analytics

• Customer segmentation & targeting

• Propensity to churn and purchase

• Customer lifetime value (CLV) analysis

Campaign Analysis

• Offer management• Uplift modelling• Contact optimization

Location Intelligence

• Target market definitions• Market analysis• Site-locations analysis• Sales and delivery routing• Risk analysis• Territory and tax-area

assignments

InsightData

StrategyCommunications

PBS Capabilities - Strategy

Organization Strategy• Location strategy• Performance Management• Direct marketing• Campaign management

Customer Strategy• Customer strategy and

governance• Offer management• Contact optimization• Real-time decisioning

InsightData

StrategyCommunications

PBS Capabilities - Communication

Multi-channel output• Document composition• Doc archiving/retrieve• Interactive doc comp• Print production mgmt• Mail efficiency

Cross-channel interactions• Campaign management• Customer lifecycle

management • Connected, consistent cross-

channel dialogues• Integrated customer fulfilment• Real-time recommendations• Inbound offer management

InsightData

Strategy

Communications

Profile customersIdentify best customersReach right prospects

Predict risk of churn Identify and address

churn/ defections Preempt with

retention offers

Predict future needsDeliver proactive

service resolutionDecisions for best-next

action

Predict future lifecycle events

Recommend up-sell/ cross-sell offers

Configure account strategies to meet customer needs

Determine best channelReflect customer

preferences

Our solutions enable customer lifecycle management

Result: Maximize Customer Lifetime Value

Acquire > Convert > Serve > Grow > Retain

Pro

fitab

ility

$0

Optimized Customer Lifecycle

Typical Customer Lifecycle

PBS Value

Customer Lifetime

• Acquire profitable customers

• Make customers profitable faster

• Reduce cost to serve and drive margin

• Cross-sell/up-sell and drive revenue

• Reduce number of unprofitable customers

• Focus on retention, loyalty and engagement to drive profitability

Better customer relationships at each stage drives millions in revenue

The industries that we enable

Insurance

Utilities

Healthcare

Telecommunications

Financial Services

Retail

Pitney Bowes Software Overview

Customer needs are Evolving

Enabling Lifetime Customer Relationships

Why Pitney Bowes

1

2

3

Agenda

Pitney Bowes is a strong, trusted partner in Customer Communications Management

• A strong, diverse and global company:– Serving two million customers

in more than 100 countries– Vertical Expertise– Celebrating our 90th year of

innovation – Serving 98% of Fortune 500

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Customer Communications Management

Value propositionCapabilities

ELCR

Verticalized Customer Lifecycle Solutions

InsightData

StrategyCommunications

Solutions

ONLY ORGANIZATION THAT COVERS ALL

PBS

Recognized by the analysts (Option 1)

INSIGHTDATA STRATEGY COMMUNICATION

Customer Data Mining Customer Service Contact CentersMulti-channel CM

Predictive Analytics

& Data Mining

Cross-Channel CM

Data Integration Tools

Data Quality Tools

Enterprise Data Quality Platforms

Managed Print Services

Document output

ONLY ORGANIZATION THAT COVERS ALL

PBS

Recognized by the analysts (Option 2)

INSIGHTDATA STRATEGY COMMUNICATION

Customer Data Mining

Customer Service Contact Centers

Predictive Analytics

& Data Mining

Cross-Channel CM

Data Integration Tools

Data Quality Tools

Enterprise Data Quality Platforms

Managed Print Services

Document output

Multi-channel CM

Magic Quadrants

Waves

Enabling our customers

Representative Customers

Insurance Utilities HealthcareTelecommunications Financial Services Retail

Alliances and Partnerships

Alliances

Partnerships

Our goal

YourSuccessYour

Success

Q & AThank You