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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.

Blog Feature

2019 Trends in Digital Experience Platforms

By: John Zimmerer
June 24th, 2019

Over the last five years, the digital experience (DX) and customer communications management (CCM) markets—and the relationship between them—has rapidly evolved. Many digital product owners and enterprise architects are turning to systems integrators or digital agencies to define and construct this piece of enterprise architecture.

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Customer Communications | INTOUCH

Correspondence Management in the Cloud

By: John Zimmerer
June 17th, 2019

Have you ever thought about how much correspondence you really need to manage? Think about it: every memo your staff sends—emails and printed letters, document that gets shared with customers, colleagues, and partners—these are all components of an array correspondence that you need to read, delete or respond to in some fashion. Now consider that anything populated with content that moves your business along can benefit from better, more transparent systems. Every piece is important and it all needs to be managed.

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

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Customer Experience

3 Approaches to Measuring Customer Experience Strategy

By: John Zimmerer
June 10th, 2019

Measuring customer experience (CX) can be murky and filled with anecdotal, qualitative information. However, measuring the effectiveness of a CX strategy can be very straightforward. It involves setting goals and performing a quantitative analysis of the results.

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Customer Communications | INTOUCH | Content Services

The Truth about Interactive CCM and Content Services

By: John Zimmerer
June 3rd, 2019

In the customer communications management (CCM) industry, innovators are scrambling to achieve business agility and to streamline operational efficiency. CCM vendors with content services-based cloud solutions are well positioned as traditional vendors of CCM applications lack the agility to compete with new business and pricing models entering into the marketplace.

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Customer Experience | Customer Communications | INTOUCH

The Convergence of Customer Communications and CX

By: John Zimmerer
May 28th, 2019

We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We researched with Forrester, produced an ebook, and authored a white paper, all digging deeper into the detailed why’s and how’s of the topic.. We were way ahead of the curve then, and still are now.

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Customer Experience | Customer Communications

Topdown Listed As Visionary on Aspire Leaderboard

By: John Zimmerer
May 22nd, 2019

Topdown has once again been ranked as one of the top vendors in the Customer Communications Management (CCM) industry by Aspire Customer Communications Services in the firm's 2019 Leaderboard for Customer Communications Management. Aspire gave Topdown high marks for the company's strategic direction, mostly due to its vision of integrating a 100% cloud-based, content services-oriented future as embodied in their INTOUCH® CCM solution.

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