Customer Communications Management 101: My Top 3 Considerations When Choosing a CCM Platform

Communication. Communication. Communication. It is the key to building not only lasting but profitable relationships – especially with your customers.

Choosing the right customer communications management (CCM) solution for your business is an important step in the development of a holistic customer communication strategy. The right platform can create highly-personalized and contextual correspondence delivered in ways that your customers prefer which leads to a better experience for your customer and improved loyalty and growth for your business.

So, here are my top 3 considerations when looking to choose a CCM platform;

1. What are the different types of communications needed?

  • Are there in-bound data collection needs (e-onboarding, e-application, etc.)
  • How sophisticated do documents need to be – do they need to include other documents, templates, or digital assets like pictures, or videos for example?
  • Multi-language or multi-currency support?
  • What conditional logic, variable language and business rules can be applied at a template level?

The more power you have at a template level, the more streamlined and automated your workflows can become. Reducing the need to modify final rendered documents.

2. Examine your document production.

  • Manual one-off/on-demand document generation
  • Scheduled batch production
  • Interactive ad-hoc documents

Understanding production tendencies can save money as businesses move to cloud ecosystems.

3. Understand how your audience wants to receive the communication.

  • What channels are available?
  • What are their preferred channels (print, online, email, SMS, etc.)?

In a day and age where everyone is saturated with information, the value of each touch point is increasing. Combining critical information like billing and marketing into a single document is more common. Leverage each touch point to include a high value call to action.

Take these points into consideration as you explore ways to improve and expand your organizations communication. Look for a solution that has the right balance to meet all your needs big or small.

Follow Xpertdoc and Eric Batangan on Twitter: @xpertdoc@EricBatangan or contact us for more info.

Experlogix, LLC Acquires Xpertdoc Technologies, Inc.

Experlogix, LLC fait l’acquisition de Xpertdoc Technologies, Inc.

This acquisition brings significant value to Xpertdoc customers and partners and we are excited to become part of the Experlogix family. This further strengthens our effort to help organizations deliver better documents, faster.

Cette acquisition amène une valeur considérable aux clients et partenaires de Xpertdoc. Elle renforce nos efforts pour aider les organisations à distribuer de meilleurs documents, plus vite. Nous sommes heureux de faire partie de l’équipe d’Experlogix.