Originally developed to help companies streamline, if not to altogether automate, transactional printing, CCM (customer communication management) has matured over the nearly 40 years since its inception. Today, the shift in automated communications continues from print to digital channels. This transition is no longer being driven by cost-saving initiatives cloaked in environmental stewardship, but rather by CX (customer experience) strategy and technology, data and analytics evaluation, and mobile device proliferation.
Customers no longer have to drive to brick and mortar stores as often. They’re online interacting with multiple platforms. The challenge for many businesses is in balancing the need for meeting customer demand with profitability, where digital transformation puts businesses ahead of the game.
There's a good chance that you customers are frustrated with your customer service channels. Don’t panic. Here’s what you need to know—and do—about it.
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.
If you think you can’t afford an enterprise-grade customer communication management (CCM) solution, then you haven’t looked at cloud-native CCM platforms. I’m not talking about lightweight CRM add-ons or Office365 plug-ins. I’m referring to full-featured, enterprise-grade CCM solutions. You can now get all the functionality you need for managing content and creating communications for much less than ever before. Let’s look at how you can use sophisticated cloud-native software like INTOUCH®, our multi-tenant SaaS CCM solution, to stay on top of customer communications without breaking the bank.
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.