Customer Communications Blog

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.

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.

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).

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.

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.

Trends have varying lifespans.