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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 | Customer Communications | Customer Journey

How to Break Down Silos Separating Marketing and Customer Service

By: John Zimmerer
March 11th, 2019

Silos. That most dreaded of institutional ideas, a word that implies your organizational structure isn’t cutting it.

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Customer Experience | Customer Communications | Customer Journey

Forbes: Does Improving Customer Experience Drive Revenue?

By: John Zimmerer
February 6th, 2017

Writing for Forbes, in an article entitled “This Is Not An Alternative Fact: Improving Customer Experience Can Increase Revenue,” Steve Olenski (@steveolenski) gives us an enhanced perspective on the recently released Forrester report “Drive Revenue with Great Customer Experience, 2017” by interviewing Forrester analyst and report author Maxie Schmidt for further insights. Go read his article for the full interview, but here’s the gist of it.

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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 | Customer Journey

Major Challenges in CCM (Part 1): A Fragmented Approach

By: John Zimmerer
November 16th, 2016

Previously, I mentioned Gartner’s report, Three Steps to Enrich the Customer Experience with Contextualized Communications, in which analysts Karen M. Shegda, Mick MacComascaigh and Pete Basiliere make the case for deploying customer communications management (CCM) and web content management (WCM) solutions synergistically to deepen customers’ engagement and loyalty. Gartner’s take on the current and future state of CCM is so on-point that I decided to dig into the ideas they covered a bit more deeply in a series of posts here on our blog.

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Customer Experience | Customer Communications | Customer Journey

Omni-Channel Customer Experience Strategy and the Problem of Silos

By: John Zimmerer
July 24th, 2015

What are silos? They are the walled gardens that form when departments within the same organization have discrete (or at least disconnected) processes, data and technologies. Silos have always been a problem for enterprises, but in the age of omni-channel communications, silos now have a profoundly negative impact on customer experience as well.

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Automation | Customer Experience | Customer Journey

Customer Journey Mapping Example: A Financial Services Portal

By: John Zimmerer
July 7th, 2015

You can identify and address customer experience (CX) gaps by mapping out critical customer journeys to see what works and what doesn’t from the customer’s point of view. To do this, you need to take a close look at very specific customer/company interactions, starting with the ones that most directly impact your business objectives and/or potentially contribute to customer experience gaps that lead to customer attrition. 

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Customer Experience | Customer Communications | Customer Journey

How to Identify Your Most Critical Customer Journeys

By: John Zimmerer
July 2nd, 2015

At Topdown, we’re not in the business of mapping customer journeys. But as customer communications management (CCM) solution providers, we are in the business of improving customer experience (CX) throughout the customer life cycle – particularly on the service and retention side of the house. And since customer journey maps help focus customer experience improvement efforts, we are very familiar with them. 

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