Customer Communications Management Solutions: A brief overview of its use and importance

 


As companies across the world prioritize customer service, the use of customer engagement platforms and Customer Communications Management (CCM) systems are becoming pretty common. CCM refers to the long standing market segment of content management that is focused on generating digital documents targeted at customers or prospects. CCM systems use rules and templates to auto generate documents. CCM is largely meant to be a batch operation, linked to varying large-volume applications like invoices, credit card statements, and so on. It significantly helps companies to improve customer communication, regulatory compliance, and operational efficiency.

Customer Communications Management is a strategy widely used by company for making the creation, storage, retrieval, and distribution of customer communication more systematic and streamlined. It does away with the need to share subscriber data with several vendors when it comes to generating and sending PDF documents via multiple channels like emails and WhatsApp. CCM systems allow you to feed the relevant data in raw format (CSV, TXT, JSON) and generate statements or some other important communication digitally based on the predefined template and the mapping logic. There is no restriction on the number of pages to be generated through a CCM tool.

Client Communication Management can help in managing communications with not just customers, but also other stakeholders like partners, distributors, and suppliers. However, its key focus lies in attracting, satisfying, and retaining customers. CCM software is likely used for volume communications like monthly billing statements.

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