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Customer Communications Blog

Communications

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

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Business Case | Customer Communications | Technology

Finding The Best CCM Software

By: John Zimmerer
November 25th, 2019

It’s become fairly common best practices that today businesses  must optimize their customer communications. With markets moving at an ever-faster pace and customers demanding ever-increasing amounts of personalized content, CCM is a must-have.

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Business Case | Customer Experience | Customer Communications

Making the Business Case for Improving Customer Experience

By: John Zimmerer
June 3rd, 2015

Seeing the business value of customer communications management (CCM) as a critical component of a larger customer experience (CX) management strategy begins with understanding the value of improving overall CX in the first place. Is there really a connection between cutomer experience and business performance? Yes, indisputably.

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

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CLIENT LETTER | Business Case | Customer Experience

Winning Customers for Life with Great Customer Experience Strategy

By: John Zimmerer
November 17th, 2014

According to a recent Forbes Insights and Sitecore report, 94 percent of senior executives surveyed said keeping customers for life is a priority for their organizations. The report shows these same executives are currently very focused on customer experience management, or CXM. In Watermark Consulting’s 2014 Customer Experience ROI Study, we learn why: Analysis of the top 10 customer experience (CX) leaders among publicly traded companies over the past seven years showed that top CX leaders outperformed the broader market by far, generating a total return that was an astounding 26 points higher than the S&P 500 Index. In contrast, companies ranked in the bottom 10 in experience posted a negative return during the same period, even as the broader market rose sharply.

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Business Case | Customer Communications

FREE: Essential Guide to Making a Business Case for Interactive DOCCM

By: John Zimmerer
July 2nd, 2014

It’s not easy to convince decision-makers that now’s the time to invest in a new customer communications management solution for correspondence. The benefits can be hard to quantify, which makes it hard to sell. And let’s face it, very few people (aside from us, of course) get excited by the word “infrastructure.”

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