Harte Hanks who are one of the worlds largest Direct Mail outsource suppliers have advised that revenues for Q3 were down 5.9% on the same quarter last year.

Harte Hanks claim that there is still some small growth in the market (around 1%) in Q3, the current economic climate is causing people to constrain projects and reduce volumes.

In order to stay in business during these difficult times, it is perhaps more effective than ever to be communicating effectively with customers. As pressure comes upon the consumers wallet, the fight for the share of that wallet will get tougher.

Multi-Channel Customer Communications make a difference at times when there is a focus on cost, efficiency and maintaining revenues.

Fundamentally, a multi-channel approach to customer communications delivers business agility. If budgets for Direct Marketing are reducing then an opportunity exists to use statements, bills – existing and unavoidable overhead – to inform customers about offers, savings. It can allow companies to consolidate their base and focus customer retention, customer service and share of wallet. Turn some of the skills away from DM and focus on those customers who have looked after you through the good times.

This type of agility can only be achieved through a successful implementation of Customer Communications Management processes and technology but it could be the weapon in a companies armoury that enables business sustainability during tough economic times.

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