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.
Customer Communications Management (CCM) provides an opportunity to blend personalized marketing messages with must-read transactional documents (bills, statements, invoices, confirmations, etc.) to influence behavior and drive business volume.
Recent research conducted by InfoTrends found that leveraging transaction documents (which are opened more than 97% of the time and reviewed for an average of 3 minutes) by adding personalized messaging enhances impact and improves overall customer satisfaction.