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What Is Customer Communications Management? Blog Feature
John Zimmerer

By: John Zimmerer on December 2nd, 2019

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What Is Customer Communications Management?

Customer Experience | Customer Communications | Personalization

If customer communication management, or CCM, is the buzzword you’ve been hearing around the office, there’s a reason for all the hype. CCM software is something that businesses of all sizes would do well to adopt.

Here’s what you need to know about CCM software, and why you need it.

why you need customer communication management software

Use CCM software for the personalized real-time experience your customers crave.

What Is CCM Software

CCM software is a digital solution to your customer communication needs. The software can help manage and automate customer communications in nearly every medium including messages, print, email, and web pages.

Essentially, CCM software centralizes control over the customer communication tasks and brings them all under one roof in the form of a sleek, intuitive user interface, with both cloud-based and on-premise solutions available.

Imagine the efficiencies you can gain by being able to customize and automate (partially or fully) all of your customer correspondence, not to mention an increase customer loyalty, retention, and most importantly, keeping the customer satisfied. That’s exactly the kind of benefit CCM can bring to you and your business.

Why You Should Be Using CCM Software

There are many reasons as to why every business should be embracing CCM software; the most compelling of which is that you’ll likely fail without it. The world is changing and customers expect real-time interactions. Without CCM software, a company must manage customer communications manually.

Businesses today are under an unprecedented amount of pressure to respond promptly. Over half of small businesses have reported feeling like they have an hour or less to respond to customer inquiries before customers ditch them and move on to a more responsive competitor. The only way to be capable of responding that rapidly on a regular basis is by using CCM software.

Fast doesn’t necessarily mean you have to send humdrum, canned, one-size-fits-all auto-responses. Most importantly, you must keep in mind that your company’s communications with customers represent the most direct and most often used conduit that shapes their opinion of your brand, which in turn, determines the likelihood of their repeat business. You owe it to your brand to personalize your customer communications as much as possible. And when it comes to personalizing customer correspondence, CCM software is the ultimate tool of choice, so go for it!  

CCM Solutions You Need

In today’s market, you have a whole slew of CCM software options available to you. However, caveat emptor: not all CCM software solutions provide the same enhancements in productivity. What you need is a platform that will deliver the most tangible value for your business.

When you want the best that CCM software has to offer, look to Topdown for your solution. We are visionaries at the forefront of the industry. We know your industry. We know what you need. That’s why we’re leading the way into the future with solutions like INTOUCH® and CLIENT LETTER® today.

Don’t lag behind tech-savvy competitors. Give your firm a boost, with CCM software from Topdown!

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Image: Pixabay

 

About John Zimmerer

John Zimmerer is the senior director of marketing at Topdown, where he leads market research and outreach efforts for the company's customer communications and customer experience products. Most recently, John has been researching and writing about the future direction of the technologies that power customer experience, and is regarded as a thought leader in this area. John has nearly 20 years of software product marketing experience. His areas of expertise include market research, analyst relations, public relations and digital marketing.

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