Customer Communications Management

Customer Communications Management ( CCM) is a term that was coined by market research firms such as Gartner, Forrester Research and Madison Advisors in the English language to describe herewith a software that enables organizations to communicate with their customers efficiently.

Requirements and Benefits

To meet the increasing need for communication, technologies are used, which make it easier for companies to improve their customer communications, without thereby abating in quality. A CCM solution often supplemented an existing CRM system. The scope of such a solution exceeds the scope of a business communications management system.

Development

First Customer Communications management concepts have been applied to the transaction documents. These documents such as bank statements, billing, invoices, and other transactions provided a good foundation. On the one hand, those documents are easier to generate, as an ordinary customer communications writing and on the other hand gave the research that transactional documents are opened and read in more than 90 percent.

In German-speaking countries, the term was largely shaped by the legodo ag, a manufacturer of a CCM solution.

Components

CCM suites usually include some of the following components:

Communication channels

The following are typical supported communication channels of CCM software are enumerated:

Current Trends

Lately, the personalization of documents has become an important focus. Personalized documents have a much better customer impact, while non-personalized correspondence by the end customer is becoming more common unread.

Another trend is the integration of social media platforms.