Harlow, UK - Pitney Bowes has launched a new series of free white papers on the theme of customer communications management (CCM) – available from the Pitney Bowes press room.

The four white papers focus on research conducted by Pitney Bowes amongst business-to-business (B2B) organisations in the UK, France, Germany and USA.   

Whilst the communication preferences of consumers and consumer-facing firms are regularly analysed, the B2B audience receives far less attention. The four white papers offer B2B decision-makers at every level valuable insight into current best practice in a complex and challenging communication environment.

The four whitepapers can be downloaded via the links below:

The personal touch

When it comes to generating response from customers and prospects, intelligent, personalised communications are vital. This white paper investigates whether B2B firms are doing enough to replicate standards of personalisation in the consumer market and identifies the sectors guilty of neglecting customer data.

The challenge of channel choice

There are now numerous ways for businesses to communicate with their customers – but with such choice comes complexity. This white paper identifies the channel combinations that generate the best response.

Reaching the decision makers

This report provides clear evidence of the continuing importance of direct mail in the battle for customer attention.  Over half of respondents believe that direct mail is the best way to reach senior management prospects.

Preventing 'customer churn'

Poor communications are identified as one of the key reasons for customers defecting to other business. This report explores which sectors are most susceptible to customer churn and outlines strategies for customer retention and development.

Commenting on the white paper series, Ian Davidson, President, GMS Europe, comments: "For B2B businesses, up-to-date evidence of peer-group attitudes and best-practice strategy is difficult to obtain – particularly for free.

"This series of papers offers critical insight into the opinions and preferences of today's B2B decision-makers. We are committed to helping customers grow their businesses – and expert communications will play an essential role. The white papers will help raise issues around business communications and assist in guiding strategies for future success."

Pitney Bowes regularly publishes thought-leadership documents covering the broad spectrum of communication management issues. More research-based white papers are due to be released later in 2011.