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Introducing CCM – the missing link in your customer's journey

Introducing CCM – the missing link in your customer's journey

What does CCM stand for in business?

Customer communication management (CCM) software enables organisations to design, manage, and deliver high-volume and on-demand personalised communications such as letters, invoices, statements, policies, contracts, and customer correspondence from one centralised platform.

CCM technologies began 30 years ago as a transactional print-centric technology.

Today, leading CCM solutions act as a centralised hub to design, manage, and deliver targeted customer communications through multiple channels including mobile, email, SMS, web, social media, print and more.

CCM and your customer’s journey

When thinking about customer communications, the customer journey is the best place to begin.

Consider this: your organisation spends millions to attract prospective customers with engaging messages and content distributed through modern communication channels, including YouTube, social media, mobile ads, and more.

Now, think of all the interactions that take place after you have won a customer; contracts, welcome kits, bills, statements, claims processes, customer correspondence, up-sell and cross-sell communications, and so on.

Are these communications as attractive, engaging and relevant as your marketing?

  • Are they relevant, personalised, and accessible on-demand?
  • Do they reflect positively on your brand?
  • Are they consistent and compliant?
  • Are they bi-directional?
  • Are they delivered via the customer's preferred channel today? What if they change their preferred channel?
  • Do they incorporate the knowledge of subject matter experts across your organisation?
  • Do they help or hinder the overall customer experience?

The truth is, once you’ve earned a new customer, the rest of the customer journey is just as important. And that’s where many organisations fall short.

Thanks to super-brands like Apple, Google and Amazon, consumer expectations are higher than ever before. Today’s customers want personalised, relevant communications that are available on-demand and accessible on the device of their choice.

But thanks to the latest wave of CCM solutions, delivering a compelling customer experience (CX) is within the reach of all organisations.

Want to know more about how CCM software could support your business goals? Contact DocCentrics to start the conversation.