Customer Communication Management- Basic Features You Need to Know

Today’s competitive business scenario has compelled entrepreneurs and business persons to focus on establishing robust customer communication management (CCM). Ever-changing customer expectations and challenges in the market have expanded the definition of customer communication manifolds. Be it billing or call marketing, customer care, or e-marketing, customer communication has become imperative in the corporate sector.

Though banks and financial institutions are the torchbearers of customer communication by providing 24/7 services to enhance customer experience, various industry sectors have also followed suit by offering multiple communication channels to their customers. As a result, customer communication management has become a necessity to make customers happy and retain them with business.

Let’s understand the basics of customer communication management and its major benefits for modern enterprises.

Basics of Customer Communication Management

Effective customer communication holds a key to survival and thriving in this turbulent time. The right customer communication strategy addresses the core objectives like reduced customer acquisition costs, maximizing the value of every customer, and improved retention rate. Customer Communication Management (CCM) is, therefore, a set of technology solutions that assist enterprises to achieve these objectives.

CCM takes care of every aspect related to customer communication including content creation, enterprise content management, personalized experience, and multi-channel distribution of different forms of content. CCM acts as an integrated solution and bridges the gap between the company and its customers.

Higher dependency on vendors for implementing minor changes to the business system can increase the cost and waste time. CCM tools can overcome this issue effectively and empower business persons to manage customer communications efficiently.

Data-rich industry sectors like banking, retail, and eCommerce have to deal with volumes of transactional documents on a 24/7 basis. The document management system, connected with the customer communication system can work wonders by providing customers with bank statements, invoices, etc. in real-time. Also, companies can offer marketing collaterals to promote their products or services with ease.

Simply put, a properly implemented CCM solution can bring significant benefits to any enterprise. Here we make a list of some of the top benefits of customer communication management.

Major Business Benefits of Customer Communication Management

A robust and reliable customer communication management solution can-

• Bring automation in creating and delivering highly personalized customer communication
• Assist companies to execute multi-channel marketing campaigns with clarity and consistency
• Enable the company management to change the existing communication method by incorporating a mechanism for version control
• Assist companies to focus on the particular requirements of every customer effectively to provide more relevant information
• Enhance visibility and control over corporate communications to ensure seamless business operations
  Integrate enterprise data into transactional communications for agile marketing that leads to improved up-selling and cross-selling
• Reduce dependency on the IT team for performing trivial changes
• Help enterprises comply with regulatory standards with real-time audits and reporting

By giving these benefits, CCM can take the enterprise to a new level as a customer-centric entity.

Concluding Lines
Customer communication management is essential to attract and retain more customers by offering them a personalized and pleasant experience. You can grow your business by increasing sales and achieving a loyal customer base. It is better to consult a reputed customer communication solution provider to integrate CCM into your business system.

Tridhya Tech is a leading Alfresco development company that offers high-end solutions in enterprise content management and customer communication management domains.