Welcome to the August issue of the cXm Professionals Association Newsletter.

September is quickly approaching, and much of this month has been focused on what we will be bringing to the industry at PRINTING United Expo in Las Vegas. Our moderators, panelists, presenters, and Educational Partners, Crawford Technologies, BlueCrest, and Solimar Systems, are preparing a full day of customer communications education on Thursday, September 24.

We have also been working with our Awards Committee to complete the evaluations for the 2026 CXMPA Industry Awards. This year’s Technology of the Year and Solution of the Year recognitions celebrate organizations bringing meaningful innovation to customer communications. We’ll announce the recipients on September 8 and present the awards at PRINTING United on September 24.

A lot is happening across our industry, but what I value most is the opportunity to bring practitioners, technology providers, service providers, and thought leaders together to learn from one another. That is what we are building at cXm Professionals, and it will be on full display next month in Las Vegas.

Thank you for being part of the community, and I hope you enjoy this month’s issue.

What Business Does Your Client Think You’re In?

What Business Does Your Client Think You’re In?

A service provider may describe an account very simply.

“We print and mail their statements.”

The client may describe the same relationship very differently.

“They manage our statements.”

That difference matters.

Over time, a provider that consistently delivers important communications can accumulate far more than production volume. It gains knowledge of the statement work, business cycles, exceptions, the approval process, stakeholders, operational dependencies, and often the problems that have been worked around for years.

The provider may know why certain jobs run when they do. It may know which files routinely arrive late, which requirements require special handling and exception processing, where changes are difficult, which questions repeatedly come from the business, and which parts of the process depend on knowledge held by a handful of people.

That knowledge has value.

The question is whether the provider uses that knowledge solely to produce today’s work or to improve how those statements support the client’s business processes and customer experience.

Continue reading to explore how providers can:

• Recognize when a client has grown beyond the original contract
• Why today’s provider may not be tomorrow’s provider
• Learning about client initiatives before the RFP
• Turning today’s print work into tomorrow’s opportunity