Leveraging Customer Communication for Business Excellence
Business Organizations communicate with their customers through a whole lot of frequently used documents and content. Different communication channels are employed by organizations depending on the context, purpose, compliance, frequency and cost.
Reasons for implementing CCM
Each Channel is targeted at a specific target audience and designed according to a robust communication plan.
In the past, such documents/content was plain vanilla with information restricted to that transaction only. As a result, a huge opportunity in cross-selling, up-selling and marketing the company’s offerings were lost. Till Customer Communication Management changed all that...
Customer Communication Management (CCM) is a set of Information Technology tools that simplifies the process of composing, formatting, personalizing, distributing and monitoring physical or electronic content, for external communication.
With a CCM Solution in place, business organizations can:
An effective and structured CCM solution requires three enablers:
When working in tandem, these enablers create an effective CCM platform for generating personalized, one-to-one communication with multi-channel delivery. The platform provides a collaborative way of designing templates and its approvals. Changes in the communication process and the templates can be managed by business users themselves with minimal IT support. The platform even provides compliance with regulatory/statutory norms.
The CCM platform can also become a vehicle for an Organization´s Green initiatives. There can be campaigns that encourage customers to opt for electronic statements and correspondence. Even a 20-30% conversion from print to electronic delivery can bring huge cost savings and generate carbon credits.
Datatech provides CCM solutions around three key areas namely: structured, on-demand and interactive communications for the purposes of Operations, Marketing and regulatory/statutory Compliance.
If you would like to know how we can transform the way you communicate with your customers, send email to email@example.com