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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

Leverage CCM Trends: What to Avoid in 2021

By: John Zimmerer
November 30th, 2020

In a recent blog post, we covered the top 2020 customer communication management (CCM) trends. Now after some retrospection, here we will expand on these ideas to help you capitalize on those previous trends and highlight what to avoid in the coming new year.

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Customer Communications

Customer Communication: Consequences to Avoid

By: John Zimmerer
November 23rd, 2020

In the last decade or so, businesses have made major changes in the way they operate. With the rise of the Internet and the information age, consumers suddenly wielded more buying power. As the company-consumer power dynamic shifted, so did the way companies approached customer communications.

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

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Integration | Customer Experience | Customer Communications

CCM-CX Integration Strategy – Why You Need One and What to Include

By: John Zimmerer
November 16th, 2020

Developing a highly efficient customer communications team that delivers a top-notch customer experience with minimal error takes time, planning, and forethought. That forethought should include developing a comprehensive customer communication management (CCM) strategy with the goal of benefitting the overall customer experience (CX).

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Strategy | Customer Communications | Omni-channel | Customer Journey | Digital Transformation

Digital Transformation: It’s all about the Customer Journey

By: John Zimmerer
November 9th, 2020

The virtual era has arrived, and it’s in full swing. While the past couple of decades have largely been about making the digital transformation, 2020 has truly seen the biggest push toward this new age of digital operations and virtual communications. As part of this transformation into the remote age and digital society, companies have found that the customer experience is one of the most crucial aspects in growing and sustaining a business.

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Customer Experience | Customer Communications | Customer Journey

Implementing CCM Successfully

By: John Zimmerer
November 2nd, 2020

The most important person to a company or organization isn’t the CEO or any of the C-suite executives; it’s not even the chairman of the board of directors or even the majority stockholder. Nope. The most important person to any company or organization is the individual end-consumer.

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Customer Experience | Customer Communications | Personalization | Customer Journey

Where Is Your Customer in Their Journey?

By: John Zimmerer
October 26th, 2020

When working with customers, knowing what they want so that we get to know them individually is imperative. We want to focus on not only what they want to achieve, but also what they expect from us to help them to get to these goals, whichever field, or industry they may be in.

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