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Customer Communications Blog

Communications

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

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Content Services | Customer Communications

Thinking Outside the COTS Box for CCM Software

By: John Zimmerer
February 4th, 2019

Is your firm curating your own customer communications capabilities? Or to put it another way, are you leaving this critical piece of your digital customer experience software stack to outside vendors and hoping for the best?

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Customer Communications | Content Services

How to Tell if Your CCM Solution is Business-Friendly

By: John Zimmerer
January 28th, 2019

Just because a software program gets the job done, that doesn’t mean it’s right for you. With a full array of customer communications management (CCM) solutions on the market, making sure your software package is business-friendly plays a key factor in how useful the program is for your brand and how high the return on investment (ROI) on that CCM software will be.

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

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Customer Experience | Content Services | Customer Communications

The Advantages of a Cloud-Native CCM System

By: John Zimmerer
January 21st, 2019

Many marketing mavens may well be aware of the capabilities of their customer communications management (CCM) software. However, when asked if their solution is cloud-native or just cloud-based, most would probably shrug a shoulder and ask: What’s the difference? Does it really even matter? It’s just a tech jargon nuance, right? Our response would be, YES! absolutely, there’s a huge difference. As we head into 2019, cloud adoption has become more ubiquitous and mainstream, and as a result, the term “cloud” can take on a variety of interpretations. In fact, what we’ve found to be true is that very few CCM vendors have a cloud-native solution. Many are offering a managed service or a SaaS subscription to software hosted in the cloud, but not created for the cloud. Currently, innovative solutions providers have devised a technical shift in favor of systems created specifically for the cloud. The good news: it’s not prohibitively expensive to get on board. Consider these advantages of a cloud-native system when devising your CCM solution.

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Customer Communications | Content Services

How to Thrive in the Digital Age of Customer Communications Management (CCM)

By: John Zimmerer
October 9th, 2018

How many times have you heard that we are in a new age of customer communications management (CCM)?

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Content Services | Digital Experience | Customer Experience

Topdown Named in Content Services Market Report

By: John Zimmerer
September 26th, 2018

Forrester principal analyst Cheryl McKinnon included Topdown in the Now Tech: Content Platforms, Q3 2018 (Forrester Research, Inc., September 26, 2018) research report (paywall). The report was written for enterprise architects (EAs) looking for technology solutions to deliver content as part of a digital business initiative; or, that will be the central component of a cloud-focused strategy or enterprise content management modernization effort. In the report, McKinnon defines the “content platform” technology category by segmenting the marketplace based upon market presence (read: revenue) and functionality. Subsequently, the report provides guidance to EAs for selecting a vendor. Here are our big takeaways from the report.

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Digital Experience | Content Services

Low-Code and No-Code Tools: The Future of Digital Experience Development

By: John Zimmerer
August 20th, 2018

The way companies use and buy software is changing.

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