A recently published report from Forrester, “Now Tech: Customer Communications Management, Q1 2019” (Forrester Research, Inc., January 11, 2019) cites Topdown as a future-oriented customer communications management vendor. In the report, Forrester vice president and principal analyst Craig Le Clair examines the Customer Communications Management (CCM) market and identifies the 17 most relevant CCM vendors, categorized by size (annual revenue) and capabilities (defined below). Glenn O'Donnell, Amanda Lipson, and Diane Lynch co-authored the study.
The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product. In this article we review the top trends in customer communications management (CCM), with a focus on leveraging the cloud and content services to integrate CCM into a broader digital experience technology stack.
Earlier this year, Topdown engaged the independent service organization Frazier & Deeter LLC to conduct an AICPA System and Organization Controls for Service Organizations (SOC 2) Type 2 audit on our processes, procedures and products. On December 14, 2018, they issued a report of its findings. We are very excited to announce that the analysis—which thoroughly documents the controls Topdown uses to safeguard our customers' data—uncovered zero defects. We encourage our Topdown customers and prospects to review the outcomes of this study, available upon request.
One of the worst things that can happen to your customer communications management (CCM) software is for it to become obsolete. Not only would your solution no longer make a return on your initial investment, you would also lose all the time your teams have trained to make that system work for customers. Especially now, with extensive innovations in new technology, anyone looking to adopt a new CCM solution runs the risk of buying in to one with a shorter-than-average lifespan. The key to future-proofing new CCM purchases is to make sure your platform and build-out solutions have the flexibility to adapt to customer demands and technology over time. You can avoid early obsolescence with your next investment by ensuring your new solutions include a few key capabilities, Here is how to future-proof your customer communications purchases.
What’s so intelligent about smart content?
The practice of automating tools and processes has come to signify a level of ‘high-tech’ sophistication within an organization. However, customer communications is an oft overlooked corner of the automation spectrum: it gives companies an efficient way to create, distribute, and manage customer communications. Although you may have previously considered automating customer communications as a means for implementing a responsive two-way conversational channel, it can be helpful to understand how once applied at a deeper level, content automation can become a crucial tool in maintaining and especially building a stronger brand presence in the marketplace. Here are three ways that content automation can help with your brand management.