Rockville, Md., March 5, 2015 – Topdown®, the leading provider of correspondence and document automation software, today announced key findings from the company’s commissioned research study conducted by Forrester Consulting. An executive summary of the research is available from the Topdown web site.
The study, conducted earlier this year, focused on how, and how well, organizations manage customer-facing communications across the entire customer journey. The findings reveal:
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Why 88% of organizations are not "very satisfied" with their ability to manage customer-facing communications across the entire customer journey;
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How and why organizations need customer communications management (CCM) to merge into customer experience management (CXM) platform; and
- Why organizations want a web content management (WCM) system to serve as the core of a CCM solution and the business benefits of such a solution.
Closing the gaps in customer experience
The findings underscore that people, processes, and technology must align around the customer, with senior management leading this initiative across the enterprise. This speaks to the need for a comprehensive customer experience strategy that can guide technology purchase decisions.
Respondents were executives and senior managers in IT, marketing and lines of business, predominantly in financial services, healthcare and insurance.
More details revealed
The Topdown study uncovered additional information, including:
- How businesses can benefit from WCM-based CCM, and from connecting WCM-based CCM with other WCMs;
- The impact of the lack of automation, personalization and channel support on customer experience; and
- The top three digital experience delivery technologies organizations want to integrate with a WCM-based CCM solution.
Visit the Topdown web-site for more information on this very revealing research study.
