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I gave this presentation at Xplor 2010 (http://www.xplor.org/xdu2010). Document output management is often seen as an extra cost and a necessary evil. However, the value and necessity of documents is increasing and rightly will become customer communication management. Organizations can optimize customer communication by combining all output streams and producing multi-channel transactions.Learn why output management must become business managed instead of an IT or mailroom process. By capturing, manipulating and managing output streams and channels based on information in CRM, more expensive changes to legacy systems can be avoided without a sacrifice of functionality and solutions exist in the market place that can integrate CRM and output management.Discussion topics include:CRM must play a role in output managementSOA might solve your problems but at a high costSolutions exist in the market place that can integrate CRM and output management
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WC 2010 South Africa
You’ve got to
have the ball
in order to win
Xplor® is celebrating our 30th year with the best value
and program in the electronic document industry!
2010 Global Document Conference and Vendor Forum
Tampa Bay, Florida
Transforming Output
into
Customer Communication
Jeroen Huinink – Aia Software
about customer communications management
Hardware vendor diagram
Mailroom
Software vendor diagram
IT department
Business
Organization
Business empowerment
Business agility
about business users & customers
Customers
Customers
about enterprise IT infrastructure
Legacy
Service oriented
Hard work
Customers
about message, content, channel, layout
and brand
Message
Channel
Brand
Content
Layout
message + channel + brand=
content + layout
about document processes
Interactive
Batch
On demand
Interactive = communication
On demand = communication
Batch = communication
about communication profiles:
rules & preferences
Compliance
Organization
Document type
Sales channel
Brand
Agent
Customer
Output channel
Message profile
Sales channel profile
Product profile
Channel partner profile
Customer profile
Output channel profile
about metaphors
You’ve got to
have the ball
in order to win
CCM is about
customer relationship management
CCM is about
integrated legacy output
CCM is about
message + channel + brand
= content + layout
CCM is about
interactiveon demand
batch
CCM is about
communication profiles:
rules & preferences
Business managed
CCM is about
putting the business in control over
customer communications
It’s very hard playing
soccer if you’re
wearing ballet shoes.
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