A year ago, in May 2012, Pitney Bowes Software commissioned a survey of 250 Chief Marketing Officers, many of whom work in the telecommunications industry. What the survey results revealed is that while customers have more ways to communicate with their service providers, customers are perceived by their suppliers to be ‘disconnected’ and, therefore, vulnerable to churn. The goal of 90 percent of CMOs interviewed in the survey was to find a way to unify the....