Customer communications management (CCM) has quickly risen from a cost of doing business to a path for profitable growth. Not only does using a CCM solution make firms more operationally efficient, but CCM can also affect the top line positively. Let’s take a look at how CCM can help improve profitability and drive revenue.
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.
In the blog post Be Your Company’s Customer Communications Champion, we established that companies have the most success rolling out and optimizing a customer communications software solution when they have an individual or team advocating for customer communications management (CCM) and working to maximize the company’s return on its software investment. That’s in a perfect world.
For immediate release North Pole – Claus Global Enterprises, the beloved worldwide seasonal package delivery service headed by founder and CEO Kris Kringle, has announced its plan to adopt CLIENT LETTER document output for customer communications management (DOCCM) software from Topdown to enhance its customer engagement capabilities. According to Jingle Belle, Director of Elf Operations, “Every year, our volume of correspondence increases seemingly exponentially. As an organization that serves literally the entire planet, we’ve never been able to keep up with our correspondence the way we’d like. But now the children of the world are able to contact us through so many different channels, and they expect personalized responses and a great customer experience from us. We realized we need a customer communications management solution.”
Much like white nights and unicorns, an exceptional customer experience can seem almost mythical. Social media are full of examples of companies portrayed as heroes or villains, depending upon a given customer's most recent experience. We are proud to tell you that, in fact, our customers consistently compliment the brave exploits of our professional services and technical support staff. That's because we consistently go above and beyond the call of duty for our customers. It's all part of our "anything's possible" attitude. To illustrate, here’s a story from our technical team that gave one of our customers (and us!) warm fuzzies. Once upon a time… Recently, a Topdown customer decided to upgrade to the new version of CLIENT LETTER®. Their IT team built a new integration layer and got everything set up on their side. However, when they began running their new Document Output for Customer Communications (DOCCM) software, they found that the system’s performance was painfully slow. Something was bogging everything down, and it was no longer running as smoothly as it had before the upgrade. They did not know what the problem was, so they set up a “war room” and called Topdown for help. The Topdown technical team quickly determined that it was not CLIENT LETTER causing the slowdown. Even so, the Topdown team settled in for a troubleshooting session with the client’s tech team so they would have a smoothly functioning DOCCM system as quickly as possible. If it took examining the client’s entire system, piece by piece, they were committed to finding a solution.
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.