Customer Communications Management Solutions

Customer communications management is the overarching term for the strategy, processes and tools used to deliver consistent communications to customers through multiple channels.

CCM includes the composition, design and personalization of communications such as bills, invoices, statements, marketing and promotional materials, notifications and other documents, as well as the secure storage, delivery and tracking of these communications.

CCM often utilizes an omnichannel approach, in which communications can be accessed by the recipient through several channels of communication, including print, digital, mobile and social media, while ensuring the recipient has a consistent brand experience regardless of the channel in which they are interacting with you.

A customer communications management program has to include these four capabilities:

• Authoring and design tools.
• Production services, including composition engine and workflow.
• Integration with source systems, delivery systems and applications.
• Architectures supporting deployment, internationalization and high security.

It’s important that your CCM software and the tools within are able to provide you with these capabilities.

CCM software is a collection of programs that allows users to compose, design, personalize, and both securely store and deliver customer communications. The tools included in CCM software allow the user to manage data, content, multiple delivery channels, personalization, automation processes, and compliance regulations and security.

Data Integration: Consolidate information from multiple sources, such as customer relationship systems (CRM), databases and customer histories. This is used to personalize customer communications based on the recipient’s preferences and behaviors.

Content Management Systems: Design, edit, store and deliver content with consistent messaging and branding across the channels you’re using for the delivery of your customer communications.

E-Adoption: Update existing content and communications to be sent electronically. Digital alternatives to printed communications can help you maximize accuracy and cut down on costs.

Omnichannel Delivery: Provide seamless customer experiences across multiple touchpoints. The choice of channel can be based on the type of communication being sent or customer preference, but branding and messaging will stay consistent across all channels, including print, email, SMS, web, mobile, social media and more.

Personalization: Customize communications using customer preferences as well as past customer data. Personalized messages, offers and notifications only enhance your reputation and the level of trust with your customer base.

Workflow Management: Automate and streamline communication processes. Workflow management tools let you approve designs, schedule and track campaigns, and learn in real time what is working and what is not.

Compliance and Security: With privacy and security being paramount in the world of CCM, your systems should have features to help you keep up with compliance and regulatory guidelines depending on the industry and communication being sent.

Both CRM and CCM manage interactions with customers, but they focus on different areas of the customer experience.

CCM encompasses the strategies and tools used to store, deliver and personalize individual communications.

CRM takes a broader approach, utilizing the technologies and practices to manage relationships with customers over the entire customer lifecycle. CRM also involves collecting and analyzing the customer data and preferences that are used to develop more effective and relevant customer communications.