Customer Communication Management

1

Eric RoubosBusiness Development ManagerNetherlands

eric.roubos@ricoh.nl

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

Print

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

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