Terry Frazier

Mr. Frazier is a research director within IDC's Document Solutions research group. He is responsible for the Smart Customer Engagement practice as well as written research in managed print and document services and document outsourcing. Mr. Frazier has more than 25 years of experience in operations, process and technology management, market research and competitive analysis. Prior to joining IDC, Mr. Frazier spent 14 years as a management consultant providing strategic sourcing support, document and content strategy and competitive and market intelligence services to a variety of Fortune 1000 companies.

Earlier in his career, Mr. Frazier developed a variety of 1-to-1 marketing solutions and programs as well as helped to design and build one of the earliest large-scale, one-off book production facilities while working for IBM Printing Systems Company. He also served as director of manufacturing for internet-based publisher iUniverse, where he developed production processes for early efforts in multi-channel output. In 1999, he served as a founding director of the CRM association. Mr. Frazier has conducted extensive market research and publishing in the areas of digital content management, customer communication management and multi-channel delivery for firms such as InfoTrends and Madison Advisors.
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Oct. 3 2016
Since 2009, I’ve conducted an annual survey to understand the impact of digital experience and digital adoption on print. The surveys have evolved over the years, but they always ask a number of...
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July 21 2016
Just a few short years ago, customer communication management (CCM) was boring. It was dull, old-fashioned, and not digital enough, making archaic print pages from all those old mainframe and client-server...
IDC CCM
April 5 2016
We have written about the fundamental changes sweeping across the customer communications management function for the last several years. Customer experience and the way we engage our customers has challenged...
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Sept. 16 2015
For the past 12 months, Dr. Joe Webb, director of WhatTheyThink's Economics and Research Center, has been detailing a significant uptick in commercial printing shipments over year-ago numbers. In his
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June 23 2015
In a recent online debate presented by The Economist arguing “Should companies do most of their computing in the cloud?” noted security, privacy and cyber-terrorism expert Bruce Schneier highlighted...
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May 21 2015
The term customer communication management (CCM) has always been something of a misnomer in my mind—a cumbersome, 11-syllable phrase to describe composing and distributing bills, statements, policies...

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