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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

Why You Need a CCM/CX Implementation Strategy

By: John Zimmerer
September 28th, 2020

The age-old saying goes, “Rome wasn’t built in a day”. In modern parlance, developing a new entity isn’t going to happen overnight, and neither will implementing a significant change to an already well-established organization. This concept holds especially true in the development of a comprehensive customer experience (CX) by creating and enacting a true CX implementation strategy.

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Customer Communications

Top Three Benefits of an Effective CCM Strategy

By: John Zimmerer
September 21st, 2020

Communication is at the heart of our society and its importance is felt strongly in the business world. Lasting relationships—including those between companies and customers—are built on these strong communications. As such, having a comprehensive strategy for customer communications elevates an organization's ability to connect and serve their customers.

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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

Prioritizing Digital-First Transforms the Customer Journey

By: John Zimmerer
September 14th, 2020

In the past decade, an enormous amount of communication channels have emerged. Most notably, many, if not most of these new communication channels have become digital, a key indicator of the powerful shift toward an interactive world where businesses must be able to operate and communicate with their customers in this realm. ‘Digital-first’ does not necessarily mean digital-only: a digital-first mindset provides companies with greater agility and flexibility to communicate directly with their customer base.

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Automation | Customer Communications

3 Powerful Tips for Automating CCM

By: John Zimmerer
September 7th, 2020

When taking into consideration the impact that the COVID-19 epidemic has had on corporate revenues and government tax receipts, many organizations are looking to do even more with even less than usual. Departments in the private and public sectors are searching for ways to maximize operational efficiency and to accommodate employees working from home. When examined under the light of this “new normal”, leaders and managers should consider investing in a customer communications management (CCM) solution that leverages automation to improve operational efficiency while enhancing the experience for employees and customers.

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Customer Experience | Customer Communications

Customer Communication and Customer Experience: Who to Follow and Why

By: John Zimmerer
August 31st, 2020

Staying up to date on the most recent trends, standards, and best practices related to customer communication management (CCM) and customer experience (CX) can mean the difference between successfully inspiring brand loyalty and losing your customers early in their journey. Especially now, as the lines between these two categories continues to blur.

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Customer Experience

How Do You Measure CX Success?

By: John Zimmerer
August 24th, 2020

A new emerging metric amongst marketers and business leaders cites customer experience as the new competitive differentiator—Google that phrase and you’ll be amazed at the results. What separates the leaders from the stragglers is the strength of their strategy and the emphasis on measuring their execution. The leaders bake metrics into their approach from the outset: it’s a key element to their overall business strategy and not seen as an afterthought that they bolt on later.

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