branches throughout the country began
offering products from the 50 State Quarters
Greetings from America program, which is
expected to generate a net profit of $50
million for the Postal Service.
I. Service and Market
Development
1. Commercial Sales
The Postal Service's objectives in
Commercial Sales are improved retention
and growth, effective and efficient customer
messages across all selling points, and
improved levels of customer satisfaction
resulting in an expanded customer base. The
Postal Service's Commercial Sales priorities
include:
Building profitable, long-term
customer relationships.
Reaching key decision makers with
solutions that meet business objectives
using the mail.
Creating revenue streams by stimulating
product usage from new
customers.
Understanding the root causes of
leakage and taking appropriate
corrective action.
Improving sales channel effectiveness.
Improving customer satisfaction.
table 2-4 revenue: postal service national and premier accounts |
|
2003 |
National Accounts* |
$16.2 billion |
Premier Accounts** |
$20.0 billion |
* The approximately 250 largest mailers. |
** The approximately 14,000 next largest mailers. |
|
2. Business Service Network
The Business Service Network (BSN) is
changing the way the Postal Service serves
its largest business customers, representing
more than $36 billion in commercial revenue
during 2003. Through the BSN, the Postal
Service launched a new Customer
Relationship Management technology tool
that provides a consistent, in-depth, single
view of business customers allowing the
Postal Service to be more responsive to their
needs. This new application, Integrated
Business Service Network, connects BSN
users with Sales and Customer Support team
members from both Marketing and
Operations, allowing customer service
requests to be resolved quickly and effectively.
In conjunction with this effort, the
Postal Service launched an internal and
external communication strategy to drive
customer service transactions to technology
increasing productivity and responsiveness.
A Customer Valuation Model was developed
to segment customers based on actual
and strategic value. As a result, 68 national
accounts valued at more than $4 billion were
transitioned to service accounts to focus on
revenue retention strategies, freeing up sales
resources to grow revenue. The BSN worked
with the largest business customers to
develop and implement a Customer
Relationship Understanding and Service and
Operational Efficiency Evaluation to clearly
define revenue retention and efficiencies
strategies between the customer and the
Postal Service with action items and measurable
results.
The Postal Service also developed and
implemented the Account Management and
BSN processes. The First Edition of the AM &
BSN Processes Field Manual is available on
Customer Connection. These processes are
essential to revenue growth, retention, and
productivity, and for improving customer
satisfaction and loyalty. |
Chapter 1 Compliance with Statutory Policies Introduction
Chapter 2 Postal Operations
- Public Perceptions, Customer Outreach, and Mailer Liaison
- Products and Services
- International Mail
- Mail Volume and Service Performance
- Mail Distribution
- Delivery Unit Operations
- Stamp Services
- Licensing Program
- Service and Market Development
- Retail Programs
- Pricing and Classification
- Technology
- Intelligent Mail
- Financial Management
Chapter 3 Financial Highlights
Chapter 4 2003 Performance Report and Preliminary 2005 Annual Performance Plan |