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Customer Communications Blog

Communications

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

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Customer Experience

Align Customer Experience Strategy to Business Metrics

By: John Zimmerer
November 29th, 2018

For the past few years, we here at Topdown have been focusing on ways to improve your organization’s customer experience (CX). We’ve heard time and again from the analysts with whom we engage that most companies are struggling to create a viable CX strategy and need help choosing metrics to measure the business outcomes. To help you get started down this path, we created a special-edition eBook as a thought-starter to create strategies for identifying key business indicator (KPI) metrics that help you advise your organization of its progress, achievements, and impact.

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Customer Experience

The Death of ‘Delighting the Customer’

By: John Zimmerer
November 26th, 2018

As customer communications professionals, we have spent decades trying to “delight the customer.” Somehow, going above and beyond to create a “WOW” moment for the customer became conventional wisdom and accepted practice. Organizations recorded these moments through customer feedback and viewed them as a way to foster loyalty and build a positive ROI. Making a customer happy may well be a contributing factor to customer loyalty, but have we been successful at driving revenue from manufacturing delight?

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

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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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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 | Customer Experience | Digital Experience

Six Ways Technology is Transforming Customer Interactions

By: John Zimmerer
October 1st, 2018

As access to interactive technology continues to grow and is essentially everywhere today, the ongoing digital revolution touches every part of your customers’ daily lives.

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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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