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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 | Technology

Cloud-Based CCM Security: Physical, Network, OS and Database Layers

By: John Zimmerer
February 8th, 2017

Cloud-based CCM security is achieved in layers. In a previous post, Security Overview: Cloud-Based Customer Communications Management, we gave you a quick summary of each of the security layers: physical, network, operating system (OS), database and application. Let’s take a closer look at those first four tiers.

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Customer Experience | Technology

Nanalyze Explains Microservices Architecture to Your Mom

By: John Zimmerer
January 13th, 2017

As the digital experience technology landscape continues to expand at an astonishing (and overwhelming) rate, companies are struggling to make the right technology purchase decisions for both customers and the company alike. Even when you buy a big DX platform with dozens of applications included under one umbrella, those applications tend to be poorly integrated with each other, and there are still gaps in the platform you have to fill with other vendors’ applications (like customer communications management).

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

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Integration | Customer | Customer Experience | Technology | Data

Enterprise Data Management

By: John Zimmerer
November 9th, 2015

Managing Data for Unknown Prospects Versus Known Customers Enterprise data management (EDM) refers to how organizations define, integrate and retrieve data. The goal is to have clean and consistent data that is easy to access and results in smooth transactions across technologies and business functions. As anyone who works with data knows, this is far easier said than done. The main reason for the difficulty is data silos, which result from data being gathered, stored, and perhaps managed by different departments for different purposes. And when databases are developed in isolation from each other, it becomes a challenge to consolidate and map their data centrally for use across business functions.

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Customer Experience | Customer Communications | Technology

Customer Experience and Customer Communications Management Glossary

By: John Zimmerer
August 5th, 2015

(Updated September 18, 2017)  As in any industry, we in Customer Communications Management (CCM) use jargon and industry-specific terminology, sometimes forgetting that not everyone uses these terms on a daily basis like we do, or with the same meaning. So here’s a brief glossary for your reference.

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Strategy | Customer Experience | Customer Communications | Customer Journey | Technology

Taking a Walk in Your Customer’s Shoes (Part 2): How to Bring Balance to Your Customers' Journey

By: John Zimmerer
April 28th, 2015

Now that you’ve walked in your customers’ shoes and see where your company’s CX weaknesses are, what should you do if you see a disparity in your CX delivery across various touchpoints similar to the imbalance demonstrated by our hypothetical health insurance customer trying to file a claim? For starters, there is a great deal that the people focused on service and retention can learn and borrow from those focused on marketing and sales, and vice versa.

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Strategy | Customer Communications | Technology

CCM in the Enterprise's IT Landscape

By: David Stabel
April 23rd, 2015

As the customer communication journey is becoming the new paradigm for customer communications (read also InfoTrends’ blog on this topic), CCM is moving away from traditional IT departments into sales, marketing, service, and help desk departments. As a consequence, CCM technology increasingly touches upon other IT systems within the enterprise. Without the centralization of this technology, successful customer communication journeys, in terms of efficiency and bottom-line impact, will not be possible. 

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