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Customer Communications Blog

Communications

Everything you need to know about customer communications and customer experience!

John Zimmerer

John Zimmerer is the senior director of marketing at Topdown, where he leads market research and outreach efforts for the company's customer communications and customer experience products. Most recently, John has been researching and writing about the future direction of the technologies that power customer experience, and is regarded as a thought leader in this area. John has nearly 20 years of software product marketing experience. His areas of expertise include market research, analyst relations, public relations and digital marketing.

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Customer Experience | Customer Communications | Digital Experience

3 Drivers of Content Creation that Improve Your DX

By: John Zimmerer
August 19th, 2019

As you sharpen your focus on adopting new technologies with the promise of reaching more customers, the basic customer communications management (CCM) principles remain the same: the content you create as a business entity needs to speak directly and meaningfully to your customers.

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Strategy | Customer Experience | Customer Communications | Digital Experience

Quantifying Benefits of CCM, CX

By: John Zimmerer
August 12th, 2019

Forrester Research and other firms have found that delivering a customer experience (CX) with ease, effectiveness, and emotion drives higher revenues and profitability versus industry peers. That explains why CX has gotten a lot of attention (or at least lip service) from C-suite executives and board members.

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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 | Technology | News | INTOUCH

Topdown Announces Partnership to Bring Cloud-Native Customer Communications Management Solutions to the Global Market

By: John Zimmerer
August 12th, 2019

ROCKVILLE, Maryland, USA — Top Down Systems Corporation (“Topdown”), a leading developer of customer communication management (CCM) software applications, and Infosys, Ltd. (“Infosys”), a global leader in next-generation digital services and consulting, announced today that they are teaming up to provide 100% cloud-based CCM solutions which will help companies across the globe accelerate their digital transformation efforts.

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Customer Experience | Customer Communications | Digital Experience | Content Services | Digital Transformation

Why CMOs Should Care About Content Services Applications

By: John Zimmerer
August 5th, 2019

Over the past few years, the fundamental responsibilities of the chief marketing officer (CMO) have gradually evolved into a role requiring more technical prowess. In fact,  a new job category, that of chief marketing technologist, has emerged as a typically common role within marketing departments. As prospects and customers continue to engage over digital channels, CMOs with technical expertise will be in greater demand as the qualification to manage modern enterprise marketing requires merging technology with marketing.

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Digital Experience

DOCUMENT article: Digital Experience Platform Secrets

By: John Zimmerer
July 30th, 2019

I thought it worth sharing an article published today by DOCUMENT Media on the technologies used to power contextualized, content-driven customer engagement.

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Customer Communications | INTOUCH

Pulling Customer Communications Out of Thin Air

By: John Zimmerer
July 29th, 2019

While it is data, integration and business logic that represent the structural pillars for personalizing and triggering communications that organizations need to create and deliver, content serves as the foundation of customer communications. Research analysts from Forrester find that by knowing what to say and how to say it with personalized content is a critical component to driving customer experience-related revenue.

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