Scott Draeger

8/2/2019 Scott Draeger

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Copyright 2011 Hewlett-Packard Development Company, L.P.


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Agenda

Customer Communications Management

Connecting communications to yourbusiness

Creating a CCM Strategy


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What is Customer Communications Management?

Forrester defines CCM as;

Software used to compose, format, personalize, and distrib

to support physical and electronic customer communicatioimprove the customer experience.

Source: The Forrester Wave: Document Output For Customer Communications M

2011
http://www.pitchengine.com/brands/thenetwork/images/157627/forrester-logo.jpg


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Statements

Direct Marketing

Bills

Collections

Web self-serviceOn-demand

SnapshotsSMS Proposals

Complete customer communications portfolio


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HP Exstream

Communications that help you connect, maintain and grow customer relathroughout the customer life cycle

ATTRMark

Targ

Quot

ACQWelcID ca

Enro

Acco

Polic

SERVICEStatements

Bills and invoices

Notices and renewals

Personalized newsletters

GROWTargeted offers and promotions

TransPromo messages

Loyalty programs

CUSTOMER


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Portfolio view of CCM applications

Interactive

StructuredOn-demand


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Deliver business results with every communication

Proven business impacts through clear and relevant communications.Revenue growth and operational efficiencies.

Increase revenue withtargeted, dynamic

cross-sell promotions

Improve brand equity withhigher quality, customer-focused communications

Reduccalls theffectivcommu

Drive customer behaviorwith data-driven

messages and offers

Boost sat

deliver to

preferred


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Multichannel Communications Leverage


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11/3611 HP Confidential

CIO Top InitiativesIT leaders shift from cost and productivity to growth and innovation

RANK

1

2

3

4

5

2010 1

Improving businessprocess

Reducing enterprisecosts

Increase use ofinformation & analytics

Improving enterpriseworkforceeffectiveness

Attracting andretaining newcustomers

2011 2

Increasing enterprisegrowth

Attracting andretaining newcustomers

Reducing enterprisecosts

Creating new productsor services(innovation)

Improving businessprocesses

CUSTOMER FEEDBACK

The over-arching corporate finance challenge in 2011 wiearnings growth to shareholders.

People are very smart and banking is becoming a commto differentiate on customer experience. We focus on cus

We have been asked to cut maintenance. It has been se

cuts. Anything we put in place must have a payback this

We cannot differentiate ourselves on price of plans, but wourselves on our customer information.

Workflows are very important. We have pallets of documscanned into FileNet.

1Gartner, Executive Summary: Leading in Times of Transition: The 2010 CIO Agenda, 2 Gartner, Reimagining IT: T


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Connecting to your business

Improve your income

statementRevenue

Cost of Goods Sold

Gross Profit

SG&A Expenses

Operating Profit


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Improve Revenue

Attract new customers Referral programs

Direct marketing

Increase share of wallet

On-statement marketing Upsell/Cross sell

Leverage CRM data


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Improve Revenue

Shorten the sales cycle Create better proposals

Deliver proposals faster

Mix automation and people

Streamline on-boarding Close electronic transactions

Pre-fill all possible forms

Explain new services clearly


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Reduce Cost of Goods Sold

Eliminate printwarehousing

Communicate with clarity

Act upon useful data Inventory driving messages

Calendar driving promotions

Determine optimal up-sell

Streamline the call center


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Reduce Cost of Goods Sold

Reduce Legal costs Leverage postage spend

Reduce inventory &warehouse expenses

Re-use your IT assets

Avoid IT systemreplacement


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Higher Operating Profit

Added more customers Increased lifetime value

Introduced efficiencies

Reduced Time to Market


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Maximize the Bottom Line

Coordinate projects

Understand the currentstate

Create a strategy


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CEO

Outsource to agencyOutsource toDPO/BPO?

Stateme

nts

Correspon

denc

e

On-boarding

Direc

t

Marke

ting

Custom

er

Acquis

ition

Up-se

ll

Cross-sell

Today's CCM projects


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CEO

CMO/Division HCOO/CIO/CTO

Stateme

nts

Correspon

denc

e

On-boarding

Direc

t

Marke

ting

Custom

er

Acquis

ition

Up-se

ll

Cross-sell

Unaligned projects with different goals

Notincente

dtowork

togetherfro

mC

level

Drives out costs! Finds new revenu

Manage and execute a unified communication portfo


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CEO

CMO/Division HCOO/CIO/CTO

Stateme

nts

Correspon

denc

e

On-boarding

Direc

t

Marke

ting

Custom

er

Acquis

ition

Up-sell/C

ross-

sell

Align the projects to deliver a strategy

Drive out costs on all projects!

Find new revenue across all touch points!

Strategically manage all customer communication


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Mobile CustomerSupport

HP ExstreamCritical Customer Communication Innovations in the next 3

Print optouts

More Electronicdelivery options

Cusco

Flexible C

InfraStreamlined automationinside businessMulti-channel

projects begin


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Delivering a complete portfolio


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Analysts Views of HP Exstream

The Exstream product makes it a snap to customizecommunications across media, using disparate customsources.

HP Exstream leads with great overall balance in The

Wave: Document Output for Customer CommunicationManagementQ3 2011

Namedleading provider for sixth consecutive yearinproperty/casualty and life/health in Insurance Software

Trends 2011 report

Named the market leaderin Worldwide Dynamic EntePublishing Software 2009-2013 Forecast and Analysis


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The Forrester Wave is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester's callspreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicte d in the Forrester Wave. Information is based on best available resourcesare subject to change.

Forresters view

Hewlett-Packard leads the pack with a minteractive capability and continued strengbatch applications

Ranked #1 in current offering and market

Perfect scores for Employees, Breadth of application support, Corporate Strategy an

Top scores for Authoring and document dbase

Learn more and download the full Forres

Hp.com/go/CCMLeader

The Forrester Wave: Document OuCustomer Communications Managem

Figure 4 Forrester Wave: DOCCM Structured Output, Q2 09


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Telco/Utilities Services/Public/Other

HP Exstream Proven SolutionsOver 800 customers worldwide

Financial Insurance/Healthcare


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Web-based interactive pitch book

system Cut preparation time from several

hours to 20 minutes

Eliminated 75% of inventory cost

Fully customised for each customer

Triggered desired behaviour ofincreasing allocation amounts

Principal Financial GroupInteractive pitch book statement


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Citi wins 2011 Visionary Award for Best ROI

Developed a central infrastructure to

manage all customercommunications with a commonCCM platform

Produces 2.6 billion pages annually

Delivers annual operational

savings of $12 to $15 million


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Developed statements in record time

Saves $1 million annually 96% customer satisfaction in focus

group testing

Earned Dalbar rating of Excellentfor innovative customercommunication design.

Prudential

Retirement statement


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HP Exstream acquisition justified

by a reduction of incoming billingrelated customer calls

Additional message flexibility allowsmarketers to implement new up-selland cross-sell campaigns

45 million statements per month

Concept to production messageupdates in under 4 hours

Verizon WirelessQuick Turnaround


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TIAA-CREF

Centralized document creation to a shared

services model Reduced print costs by implementing

electronic delivery options

Improved call satisfaction by grantingdocument access to customer service team

Replaced seven systems with HP Exstream:DocuMerge Calligo Word

Adobe Xpressions Page Maker

CSF Compuset


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Allstate wins 2011 award for Best Application Archite

Consolidated assets dispersed

across multiple systems Single platform generates letters,

bills, statements, policy pages, andsettlement checks

60% reduction in document

development and maintenancecosts


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Closing down

Inventory Quick wins Create yourstrategy

Cr

1 2 3 4

Take a goodinventory of all ofyour automated andpersonal customertouch points.

Connect projects thatmay portray aninconsistent orunflattering image ofyour company.

Engineer yourCustomerCommunications tobest match yourbusiness.

Once youfaster anyou can cprogramsnew custup-sell ex

custome


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Download the 2011 Forrester Wave

Document Output and CustomerCommunication Management Q3:2011

www.hp.com/go/CCMLeader


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Documents

Scott Draeger