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Communications

Everything you need to know about customer communications and customer experience!

Blog Feature

Customer Communications

10 Tips for Successful CCM Software Installation or Upgrade

By: John Zimmerer
August 25th, 2016

With more than 30 years of experience in customer communications management (CCM), we have helped install our software at a lot of companies. Over the years, we’ve learned a few universal truths about how to achieve a successful implementation, across varying business or industry needs, evolving configuration of hardware and software systems, and complex people and processes.

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Blog Feature

Customer Experience and Automation

By: John Zimmerer
August 12th, 2016

We’ve pointed out before that every major digital experience platform has weaknesses or gaps in one or more of the three main areas of the customer journey: Marketing, Commerce or Service. And, for various reasons, their biggest weaknesses tend to be in the area of Service, where customer communications management (CCM) lives. In a recent article for CMSWire, Steve Smith discusses evolving customer expectations and how aligning customer experience priorities with business processes – specifically automation – can empower customer service representatives (CSRs) to be more proactive.

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Research conducted by Forrester on the value of combining CCM and digital experience.