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Customer Communications Blog

Communications

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

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Correspondence | Customer Communications

How Has Correspondence Management Evolved?

By: John Zimmerer
March 25th, 2019

Correspondence management is all about efficiency on the part of the business, especially for today’s digital customers who demand responsive interactions that keep up with the pace of their daily lives. For the everyday incoming and outgoing customer communications, centralization helps carry out those exchanges in an optimal timeframe. To facilitate such, customer communications management (CCM) platforms provide a solution to calm the chaos; but when it comes to correspondence management don’t forget to watch the horizon.

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Correspondence | Customer Communications

Do Organizations Still Need a Correspondence Management System?

By: John Zimmerer
August 18th, 2015

In the age of digital-first omnichannel communications, do companies still need a correspondence management system? Yep, they sure do. Despite much chatter to the contrary, the death of print is not yet upon us – at least not in the realm of customer communications management. In fact, our clients, many of whom operate in heavily regulated industries such as health care, financial services, and utilities, tell us that somewhere around 70 percent of their customer-facing communications are still printed and mailed as opposed to being delivered digitally.

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

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CLIENT LETTER | Correspondence | Interactive | Technology

The Incredible Way Add-Ins Can Streamline Your DOCCM Workflow

By: John Zimmerer
May 30th, 2014

Imagine you’re tasked with getting a week’s worth of water from a well. Take a small bucket and you’ll get some of the water you need but have to go back again multiple times. Take a large bucket and you’ll get it all in one fell swoop and call the job done.

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CLIENT LETTER | Correspondence | Interactive | Strategy | Customer Communications

When “OK” Customer Communications Simply Isn’t Good Enough

By: John Zimmerer
April 7th, 2014

True story: A line-of-business manager within a large company needed a P.O. Box number changed on a regularly used customer document. “No problem,” said the company’s IT department, where the document’s template lived. “That’ll be $25,000. And we’ll get to it when we have time.” That was the business line manager’s big “ah-ha” moment. Clearly the department – and the company – needed a much better way to manage customer communications. But it’s not always so glaringly obvious.

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CLIENT LETTER | Correspondence | INFORM | Interactive | Strategy | Customer Communications

How to Choose the Best Customer Communication Software

By: John Zimmerer
March 31st, 2014

Why two solutions may be your number one choice Independent research firms Forrester and Gartner recently reviewed the capabilities of dozens of document output for customer communications management (DOCCM) solutions like those from Topdown. Each firm focused on the three key DOCCM components :

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CLIENT LETTER | Customer | Correspondence | Interactive | Customer Communications

DOCCM and Compliance Reporting

By: John Zimmerer
March 17th, 2014

Operating a large call center on behalf of a government agency, a financial services institution needed to quickly create and easily track heavy volumes of correspondence. Compliance was required on two levels:

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