Consider this: your organization spends millions to attract prospective customers with engaging messages and content distributed through modern communication channels, including YouTube, social media, mobile ads, and more.
Now, think of all the interactions that take place after you have won a customer; contracts, welcome kits, bills, statements, claims processes, customer correspondence, upsell and cross-sell communications, and so on. How do they measure up?
- Are they relevant, personalized, and accessible on-demand?
- Do they reflect positively on your brand?
- Are they consistent and compliant?
- Are they bi-directional?
- Are they delivered via the customers’ preferred channel today? What if they change their preferred channel?
- Do they incorporate the knowledge of subject matter experts across your organization?
- Do they help or hinder the overall customer experience?
The truth is, once you’ve earned a new customer, the rest of the customer journey is just as important. And that’s where many organizations fall short.
Thanks to super-brands like Apple, Google, and Amazon, consumer expectations are higher than ever before. Today’s customers want personalized, relevant communications that are available on-demand and accessible via the device of their choice.
But for large organizations challenged with legacy systems, departmental silos and ever-changing regulations, delivering on the CX promise is easier said than done. Customer communications management (CCM) solutions have been developed to help large enterprises overcome these challenges.
What is CCM?
CCM software enables organizations to design, manage, and deliver high-volume and on-demand personalized communications such as letters, invoices, statements, policies, contracts, and customer correspondence from one centralized platform.
CCM technologies began 30 years ago as a transactional print-centric technology. Today, leading CCM solutions act as a centralized hub to design, manage, and deliver targeted customer communications through a number of channels including mobile, email, SMS, web, social media, print, and more.
Why it matters
Customer experience is one of the most talked about trends in business today, and a key reason why many large organizations are investing in a modern end-to-end platform to manage customer communications—making mass changes and consistent customer experiences much easier to execute.
Engagement is also a top priority. Whether customers are clicking a link, scanning a QR code, interacting with dynamic content such as graphs and charts, or simply responding to a payment request in real time—communications must be a two-way street. Modern CCM technology powers these interactions.
Leading enterprises worldwide are leveraging modern CCM solutions to:
- Transform the customer experience
- Increase efficiency
- Eliminate silos
- Decrease risk
- Gain visibility into the customer journey
Find out how by downloading our free interactive eBook. Packed with stunning illustrations, videos, podcasts, whitepapers, analyst reports, industry resources and more, "The Authoritative Guide to Achieving CX Excellence: Unlocking the Power of CCM" makes it easy (and fun) to uncover how CCM software will help you achieve your CX goals, drive efficiency within your organization, and reduce compliance risk. Send us your questions and feedback at info@gmc [dot] net.