In the last blog entry, we went through a quick history of the channels that are involved in a CCM (Customer Communication Management) portfolio, focusing on the organizational silos that grew up around these new technologies as they emerged. In this blog, we will talk about how people turn their business needs and opportunities into great communications.

There’s no CCM without the communication. So, the underlying assumption is that you have something to say to your customer. Some of the common things you need to say to your customers are:

  • We have a great new service to tell you about.
  • We need to update you on this event.
  • Here is some money for that insurance claim.
  • Here is some important legal information.
  • Your next payment is due.
  • Sorry, but the government compelled me to send this.

Many different people in an organization would like to participate in the creation of the design, the writing of the text, the style of the channel, and the coordination of the message delivery into the mix of other messages the customers will receive. But, the communication silos often prevent this.

Most enterprises experience incredible amounts of friction to make even simple changes. If the CMO changes the company logo, often enterprises have to make thousands of changes across tens or even hundreds of systems. CCM can reduce this burden by focusing design efforts at the right level.

In the context of CCM, Technologists can make data and content sources available to business users and designers. Designers can create templates that business users can use for quick projects. CCM Specialists can ensure that data, rules and content are efficiently shared and minimally replicated. Business users can create, manage and deploy their messages into production. CX (Customer Experience) professionals can monitor the entire portfolio of customer communication projects, including the look and feel of every channel manifestation.

Most importantly, compliance can easily approve changes when they are presented in a way that includes an image of the change in every channel.

Using the best skills of the best people on top of a CCM software platform allows you to keep your communication together.

This allows you to get new ideas from your business to your customers’ eyeballs in hours instead of weeks.

That is the power of CCM applied in a customer experience-focused business.

Channel agnostic and customer focused.

 

Click here to read Part One of Scott's post on What is Customer Communication Management?

Related Content: Selecting the right CCM Platform: A Guide for Enterprises

Related Podcast: Scott Draeger on Chief Customer Experience Officers, Personal Robots and the IoT

Related Resources

Quadient CXM for Financial Services & Banking
Brochure

Quadient CXM for Financial Services & Banking

Redefine communications, deliver captivating experiences Financial institutions have always recognized th...

Parcel Pending - Mulitfamily
Brochure

Parcel Pending by Quadient - Multifamily Brochure

Parcel Pending by Quadient Parcel Locker Solutions simplify the management of incoming parcels by providing a secure and automated parcel process. Our parcel lockers are helping property managers around the world reduce operational expenses while increasing resident satisfaction.
Quadient Customer Journey Explorer
Brochure

Quadient Customer Journey Explorer

Orchestrate exceptional experiences

Quadient Suspect Package Containment Brochure
Brochure

Quadient Suspect Package Containment Brochure

The Bomb Box Isolation Unit has been developed to add a significant level of safety in dealing with the ever present threat of small improvised exp

Experience

Experience

A rich history of world-class leadership

Backed by the experts

Backed by the experts

Gartner, Forrester, and Aspire

Expertise

Expertise

8 billion personalized experiences annually

Proven results

Proven results

96% customer satisfaction rate