| Experts Corner |  Communicating intelligently with existing customers is critical, and marketing spend is heavily weighted towards this pool. But businesses cannot afford to neglect prospecting activity. So, what techniques can businesses adopt to ensure that the search for new customers is both targeted and cost-efficient ?
David Jefferies, Marketing Director, Pitney Bowes
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| Highlights |
 Getting Off on the Right Foot: Avoiding Common Master Data Management False Starts
Companies wishing to start a master data management (MDM) project may be unsure where and how to begin. After all, MDM is a journey and success or failure at the first step either defines or dooms the further evolution of the project.
by Ravi Shankar, Director of Product Marketing
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| Abstract: Consumers are most eager to engage with businesses that have an impact on their financial status, and who traditionally enjoy high customer inertia - with Independent Financial Advisors and banks topping the relationship table, scoring 25% and 19% above average respectively |
| Topics:
Customer Analytics | Customer Service | | | CRM Function:
Customer Loyalty | |
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| Abstract: Document management used to be regarded simply as the process of archiving paper-based documents in a way that could be reasonably easily retrieved when required. In the 1990s, document management elevated itself into ‘workflow’, where documents and their role in certain business processes became more intelligent, carrying appended information along with them, as well as being subject to business rules that did not allow documents to proceed from one stage to another unless they had been properly completed or verified. |
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| Abstract: Self-service technologies have been an essential tool for meeting customer service expectations and improving satisfaction while simultaneously reducing costs. Profound improvements have come from touchtone Interactive Voice Response (IVR) systems and internet technologies which have provided unprecedented opportunities to make organizations more readily accessible. |
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Customer Service | Call Centers | |
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| Abstract: Content and document management systems have been thrust into the limelight in recent months by a wave of mergers and partnerships, those in turn spurred by the passing of a series of US laws designed to prevent repetition of corporate scandals like Enron and WorldCom. |
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Content Management |
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| Abstract: The corporate world is consumed with the issue of financial reporting compliance. US-listed companies are having to get ready for the Sarbanes-Oxley Act (the fierce post-Enron revamp of company reporting, transparency and directors’ responsibilities), even if they are domiciled outside American borders. The EU has firmly stated that it will introduce a European equivalent to SOX within the next few years, following the revelations at Parmalat. Company reporting standards are in the meantime being tightened anyway in the UK. |
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