Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too.
Customer experience, or CX, has become one of the hottest topics in business today. However, like many words, when thrown around too much, they can lose their meaning.
Companies like GetResponse and Mailchimp regularly benchmark their customers’ email and social marketing campaigns. The results show a steady increase in mobile (smartphone and tablet) content consumption.
For many companies, customer communication management (CCM) is a costly segment of their operations. These costs are unnecessarily high when CCM software is not in place (still using Word documents and shared drives), the company is not sufficiently leveraging digital channels (high print/production/mail costs), or when employees are inefficient (too many manual processes).
Customers today have high expectations. Not only do they want high levels of customization, but they also want consistency from the companies they do business with.
Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention. Whether you are an insurance firm, a bank, or any other type of business that interacts with people, the customer’s journey plays an extremely important role for attracting and retaining customer base.