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Customer Communications Blog

Communications

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

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

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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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Customer Communications

The Birth of Co-Innovation for Customer Communications

By: John Zimmerer
November 5th, 2018

For the customer communications management (CCM) industry, and for enterprise software in general, monolithic applications are dead. That was my big take-away from a recent IDC webinar that looked at worldwide IT predictions, hosted by IDC SVP and Chief Analyst Frank Gens.

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Customer Communications

Three Ways to Simplify Customer Communications

By: John Zimmerer
October 29th, 2018

Any organization with heavily regulated documentation—industries such as insurance companies, healthcare payers and providers, and banks—intimately understand that exercising a customer-centric communications strategy has become the new norm.

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Customer Communications

Top Tech Trends in CCM

By: John Zimmerer
October 24th, 2018

Trends have varying lifespans.

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