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Communications

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

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Integration | Customer Communications

3 Integrations With CCM You Can’t Live Without

By: John Zimmerer
October 21st, 2019

Let’s face it, customer communications management (CCM) software is now required by businesses of all sizes for creating consistent, contextual, and compliant customer communications. The marketplace is expanding, and so are the expectations of customers. Homegrown solutions, word processing software and CRM extensions are no longer sufficient. Today, even an enterprise-grade CCM solution is not enough by itself. To get the most out of your investment, CCM software should be integrated with the systems of record (i.e., data sources), systems of engagement (e.g., your customer web portal), and the other digital experience components of your enterprise architecture. Here’s a look at three of the most important CCM integrations available today.

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CLIENT LETTER | Automation | Customer Experience | Customer Communications | Technology | INTOUCH | Document Automation | Digital Transformation

How Tech Can Make CCM Easier or Harder

By: John Zimmerer
October 14th, 2019

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.

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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 | Data | INTOUCH

Why Data Quality Can Make or Break CX

By: John Zimmerer
October 7th, 2019

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.

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Customer Communications | Omni-channel | INTOUCH | Digital Experience | Digital Transformation

Your Customers are Mobile, Are You?

By: John Zimmerer
September 30th, 2019

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.

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Customer Communications | INTOUCH

The True Cost of Poorly Managed Customer Communications

By: John Zimmerer
September 23rd, 2019

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).

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Customer Experience

How to Stay On-Brand for Better CX

By: John Zimmerer
September 16th, 2019

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.

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