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A Quick Guide On Customer Communications Management (CCM)

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A Quick Guide On Customer Communications Management (CCM)

Customer Communications Management (CCM) is the management of outbound communications for customers, which involves the creation, distribution, and storage of all types of communications. In addition to traditional print communication, CCM manages digital communications such as marketing materials, renewals, emails, instant messaging (IM), social media correspondence, and account statements.

 

In CCM, documents are classified according to their scenario. Transaction documents such as invoices are sent daily and read with high regularity. Personalized documents, such as marketing campaigns, are exchanges of information commonly used to promote a product or service to a customer. Finally, on-demand documents such as customer support materials are driven by customer requests.

CCM collects these documents from multiple channels, processes data, and provides an analysis of each communication success. Valuable information that can help the company improve outbound communications includes open or click-through rates, percentage of information identified as spam, customer responses, subscriptions, and post-communication survey results.

Generally supported by an automated CCM system, Customer Communication Management allows organizations to personalize outbound communications based on delivery mode or content type. It helps to implement the concept that every organization should have a single voice regardless of the method of communication.

Components of customer communications management
Organizations can integrate CCM into their communication strategy through a variety of systems and software. Popular components and capabilities of these tools are:
Extra data extraction, conversion, and load (ETL) operations.
Sc Data Scrubbing and Maintenance.
Intelligence Location Intelligence (LI).
Electronic archive
Marketing Email marketing, social media, and SMS communication management.
Automatic consent.

The importance of managing customer communications
When successfully implemented, CCM optimizes how organizations communicate with their customers. In addition, customer experience (CX) and customer engagement improve with the personalization of communications based on an individual’s personal preferences. Provides an opportunity for customizations to provide more relevant or timely offers and to promote customer self-service (CSS) through relevant support articles.

Customer communication management challenges
There are two important challenges associated with CCM. First, it ensures that all departments, including external partners, are on the same page and do not run their communication process. Second, it does not cause incoming communication and therefore does not represent the whole communication story.

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