Have you ever thought about how much correspondence you really need to manage? Think about it: every memo your staff sends—emails and printed letters, document that gets shared with customers, colleagues, and partners—these are all components of an array correspondence that you need to read, delete or respond to in some fashion. Now consider that anything populated with content that moves your business along can benefit from better, more transparent systems. Every piece is important and it all needs to be managed.
In the customer communications management (CCM) industry, innovators are scrambling to achieve business agility and to streamline operational efficiency. CCM vendors with content services-based cloud solutions are well positioned as traditional vendors of CCM applications lack the agility to compete with new business and pricing models entering into the marketplace.
We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We researched with Forrester, produced an ebook, and authored a white paper, all digging deeper into the detailed why’s and how’s of the topic.. We were way ahead of the curve then, and still are now.
Over the past year, we have seen a surge in interest from firms looking to move customer communications management (CCM) to the cloud. As you might guess, these companies are looking to increase efficiency and reduce capital and operating costs. But for business leaders, just because the technology exists does not provide enough of a reason to push a massive migration.
Analysts project that the cloud computing market will reach $411 billion by 2020. In fact, according to Forbes, SaaS global revenue already exceeded Gartner’s 2016 forecasts by over $40 billion. In a shift that is all about efficiency, those in the healthcare, insurance, financial services and other industries are moving en masse to this new environment. Moving correspondence management into this same environment makes every step of content management and communication delivery processes easier and aligns customer communications management (CCM) with digital experience (DX) transformation efforts. It also opens doors to microservice integration that up until now have not been available. An easy way to understand the value of the cloud is to consider what you might be missing if you don’t modernize your enterprise in this way. Let’s look at four ways your brand is behind if you aren’t using a cloud-native CCM solution.
The coolest thing about smart content is that we can finally quantify its impact. We already know that making headway with customer experience (CX) indicators offers a greater return on investment (ROI). In fact, Forrester research has found that for the average direct brokerage, a 1-point improvement in the CX Index score could yield a $6 billion asset improvement.