Customers' expectations are changing. Companies' systems are changing. How can you engage and retain customers in such a complex environment? By Simplifying, Optimizing and Securing every communication. This presentation will show how your company can create a "Communication Hub" that will unify communications across business units; create highly personalized documents for customers, and partners; and deliver your message in the manner that the stakeholder chooses- be it paper, email or social media. By using the Communication Hub strategy, you can economically add sophistication, customization and flexibility to your communications, while also making document production simpler, more reliable, and more secure. Choose to attend this session and choose to Optimize every Customer Contact.
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Simplify, Optimize and Secure every Stakeholder Communication
1. Simplify, Optimize and Secure every Stakeholder Communication Lessons for Successful Customer Communications Management Lorne Gladstone , Managing Partner, Centtric lgladstone@centtric.com
2. Challenges “ CMOs in the most successful enterprises are focusing on relationships, not just transactions. They are using data to stimulate interest in their organizations’ offerings and form bonds with customers to a much greater extent than their peers in less successful enterprises .” *IBM – Insights from the Global CMO Study, 2011
3. More Challenges A consumer products CMO in Singapore commented, “The perfect solution is to serve each consumer individually. The problem? There are 7 billion of them.” *IBM – Insights from the Global CMO Study, 2011
4. Even More Challenges % of CMOs reporting unpreparedness: *IBM – Insights from the Global CMO Study, 2011
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14. From opportunity to strategy One ring to rule them all. thing Customer Communications Management
Cost reduction of paper & postage help desk calls Manual labour
Lorne A communication platform to unite all communication of an enterprise in one system. Based on the ADF 2 specifications by Gartner Multi channel support (print, email, web, social media…) Specific connectors for existing systems Tracking & tracing : know the state of all communication requests Reporting : generate all kinds of reports to provide operators and customers with useful statistical information. Accountability : know exactly who did what and when.
Non-repudiation refers to a state of affairs where the purported maker of a statement will not be able to successfully challenge the validity of the statement or contract . The term is often seen in a legal setting wherein the authenticity of a signature is being challenged. In such an instance the authenticity is being "repudiated". Sth, that cannot be contradicted/contested
The previous example could have been easily checked manually, but imagine you have to check thousands of these documents each year. Several Banks have “teams” of people doing this manually.
