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Customer Communications Blog

Communications

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

John Zimmerer

John Zimmerer is the senior director of marketing at Topdown, where he leads market research and outreach efforts for the company's customer communications and customer experience products. Most recently, John has been researching and writing about the future direction of the technologies that power customer experience, and is regarded as a thought leader in this area. John has nearly 20 years of software product marketing experience. His areas of expertise include market research, analyst relations, public relations and digital marketing.

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Document Automation

Three Ways Content Automation Helps Build Your Brand

By: John Zimmerer
December 10th, 2018

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.

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Customer Communications

Three Types of Communications Handled by CCM Software

By: John Zimmerer
December 3rd, 2018

The term “document output management” hasn’t been used much in the last 15 years. This old name for information technology focused on customer communications management (CCM) is confined nowadays to high-volume, batch-oriented printing jobs. This name-change reflects  the expanding role of the software required to meet the needs of the modern customer.

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

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Customer Experience

Align Customer Experience Strategy to Business Metrics

By: John Zimmerer
November 29th, 2018

For the past few years, we here at Topdown have been focusing on ways to improve your organization’s customer experience (CX). We’ve heard time and again from the analysts with whom we engage that most companies are struggling to create a viable CX strategy and need help choosing metrics to measure the business outcomes. To help you get started down this path, we created a special-edition eBook as a thought-starter to create strategies for identifying key business indicator (KPI) metrics that help you advise your organization of its progress, achievements, and impact.

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Customer Experience

The Death of ‘Delighting the Customer’

By: John Zimmerer
November 26th, 2018

As customer communications professionals, we have spent decades trying to “delight the customer.” Somehow, going above and beyond to create a “WOW” moment for the customer became conventional wisdom and accepted practice. Organizations recorded these moments through customer feedback and viewed them as a way to foster loyalty and build a positive ROI. Making a customer happy may well be a contributing factor to customer loyalty, but have we been successful at driving revenue from manufacturing delight?

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Customer Experience | Customer Communications

New Customer Communication Management (CCM) Trends to Watch in 2019

By: John Zimmerer
November 19th, 2018

As 2018 comes to a close, the customer communications industry finds itself in the midst of a major transformation. The previous year was marked by significant innovation as CCM and digital experience (DX) moved towards full integration, accompanied by automation becoming mainstream. With 2018 almost over, Topdown looks ahead to the future. Here are the technological and ideological changes poised to move the CCM industry in 2019.

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Customer Communications | Customer Experience

Four Major CCM Software Problems That Affect Your CX and Your Bottom Line

By: John Zimmerer
November 12th, 2018

We know that, for many industries, customer communications management (CCM) software is one way to deliver the customer experience (CX) that your patrons have come to expect. Most importantly, good CCM platforms can contribute positively to your bottom line by saving both time and money. But how do you know the right customer communications solution in which to invest? We take you through the top four problems with CCM software so you can decide which one provides the best possible return on your investment (ROI).

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