Customer communications management (CCM) is a business strategy to improve the creation, delivery, storage and retrieval of outbound and interactive communications. CCM supports the production of individualized customer messages, marketing collateral, new product materials and transactional documents. Customer communications management software enables organizations to more effectively create, personalize and deliver communications to multiple output channels based on the customer’s preferences.
Developing a Customer Communications Strategy requires taking an holistic approach that encompasses a deep understanding of your customers, improving business processes and workflows, greater data utilization and the development of life cycle document management that overlaps with the customer journey.
The goal of a well thought out Customer Communications strategy is to boost the relevance, uniformity and clarity of your customer communications.