Many companies use a collection of software and utilities they acquired over time to create and produce their customer-facing transactional documents. For example, an insurance company typically maintains one system for producing policies, another for claims, and a third solution for billing. These systems operate independently, each requiring a team of document designers and technicians […]

Customer communications management software applications give third-party service providers and end-users the power to create and deploy all manner of communications for their clients or departments. Direct mail, transactional documents, social media, and email marketing are all governed by CCM solutions. Typically, on-premise CCM solutions ask the service provider or end-user to make hardware and […]

Increasingly, we’re seeing more demand for integrating Customer Communications Management (CCM) into other enterprise systems. As companies map their buyer’s journey, they are discovering more opportunities to communicate with customers. In the past, we tended to think about how to integrate Customer Communications Management with customer data to enable personalized messaging. Although this is still […]

What happens to customer communications when a business faces a crisis? Well we should all know because Covid-19 just taught us this lesson. What happens to CCM during a crisis goes something like this: Customer communications become critical Many more people want to engage in crafting and approving messages There’s a desire to communicate across […]

Customer communications have been at the forefront during the Covid-19 pandemic. Early communications informed customers of what businesses intended to do to adapt to the crisis. Early Covid-19 communications shared changes in business practices and most reassured continuity. As we get further into the crisis, we now need to start thinking about getting back to […]

We have a mantra “don’t customize, configure” that’s driven by the sins of CCM’s past. Today we have cloud SaaS configurable CCM. What we know as customer communications management (CCM) arrived in the mid to late 90’s. This is when vendors began producing platforms for mass customization of customer communications. The technology took a big […]

By 2021 most companies are expected to have cloud-first or cloud-only policies according to Gartner. According to a study by the Cloud Security Alliance, 79% of companies receive regular requests from end users each month to buy more cloud applications with file sharing collaboration, and communication at the topping the most requested applications. So, is […]

Responsiveness in all sectors of the economy has decreased because of COVID-19 concerns and the worldwide supply chain turmoil. However, regulated industries like health insurance and financial services must respond to late-breaking regulatory changes even with the unprecedented effects the rest of the economy has experienced. When these changes require communicating with customers quickly, the […]

Over three decades starting in the late 1980’s there wasn’t much to talk about year over year when it came to CCM trends. The big trend was best described as slow incrementalism. If you subscribe to no news is good news, well you got a lot of it. As we moved into the 21st century […]

We’re hearing many healthcare and financial services organizations asking: What is modern CCM? Most of these companies are struggling with legacy systems that have been cobbled together through multiple acquisitions, and they simply need something better. They’re hearing there is something new out there and they’re all hoping the answer lies at the end of […]