With the ever-present threat of churn, clear and effective communication can make a real difference to customer satisfaction and, as a result, customer loyalty. Invoices are expected to be much more than “a piece of paper”, and customers would like a choice of delivery methods, including e-mail and internet retrieval, as well as traditional postal services. From initial contracts to periodic invoices and collection letters, every document provides an opportunity to build the customer relationship, and increase customer lifetime value.