Madison Advisors today announced the release of its new research report, “A Service Provider Perspective on the Customer Communications Industry, 2nd Edition” by principal analyst Roger Tapke and senior analyst Gina Ferrara. The report examines trends in the customer communications management (CCM) industry and the impact on the document process outsourcing market. Trends were identified via in-depth interviews with service provider organizations that have evolved beyond print and mail to offer document creation services and omni-channel delivery.
The dynamism of the CCM industry, with its continuous evolution, increased competition, changes in technology and strict regulatory requirements, generated unanimous agreement among study participants that, to remain competitive, service providers need to offer an enhanced value proposition to meet the needs of their clients.
The study’s key findings include:
• Advancements in hardware technology continue to be a major disruptor in the print industry and offer improved production capacity with exceptional output quality, but present the challenge of integration into existing production environments
• Pricing for color output has decreased over the last several years with the introduction of color inkjet technology, increasing client requirements for color
• Service providers have responded to an increased number of Requests for Proposal (RFP) over the last three years. This trend is anticipated to continue in the near future
• Client requirements for delivery channels other than print and email have caused service providers to expand their suite of services to satisfy consumer demand for digital
The report also offers valuable insight into debated industry trends, such as outsourcing in-house operations; the effect of electronic delivery and cross-channel communications on print’s lifespan and future prospects; pressures affecting market pricing; and the viability of CCM hosted managed services.
“Historically, print service providers were the final link in the chain of document production; however, the dynamics of this industry have many rethinking their competitive strategy and expanding their offerings,” said study co-author, Gina Ferrara, senior analyst at Madison Advisors. “The research presented in this study is critical for service providers to understand what industry-leading organizations are doing to thrive in the current digital environment. These best practice scenarios serve as an excellent model for others to follow.”