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Communications

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

Blog Feature

Customer Communications | Customer Experience

Topdown Featured in DOCUMENT Magazine Winter 2018-2019 CCM Edition

By: John Zimmerer
January 7th, 2019

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.

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Customer Communications | Customer Experience

Topdown Issued SOC 2 Type 2 Audit Report

By: John Zimmerer
December 31st, 2018

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.

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

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Customer Communications

How to Future-Proof Your Customer Communications

By: John Zimmerer
December 24th, 2018

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.

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Customer Communications | Content Management | Customer Experience

The Big Deal about Smart Content

By: John Zimmerer
December 17th, 2018

What’s so intelligent about smart content?

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Blog Feature

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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Blog Feature

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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