What is customer communications management (CCM)? Customer communications management (CCM) is a software solution that manages and automates customer communications. CCM software offers cloud-based and on-premise solution options. It helps organizations centralize communications across a large range of channels, including those that are analog and digital. These include but are not limited to emails, printed documents, PDFs, SMS text messages, interactive documents, and much more.
CCM software is important because it eliminates the need for your organization to manage customer communications manually, and it also gives your company the opportunity to increase customer loyalty, satisfaction, and retention. Additionally, being able to maintain good customer communication management is key to ensuring efficiency of business operations, whether it is regarding handling inquiries, dealing with appointments, or responding to technical matters.
Although both CCM and CRM are both technologies that are used to improve customer communications and the overall customer experience, they are different from one another. CRM, or customer relationship management, is a software system that allows businesses to nurture their relationships with their customers. CRMs do this by managing customer interactions through data analysis in an attempt to increase sales and improve retention rates. CCM, however, is focused on supporting customer interactions by using different tools geared more toward creating customer engagement.
CCM tools are software programs that help organizations manage business communications across a variety of platforms. These tools aim to improve customer satisfaction and increase the success of your business. With many different tool options available, it is important to choose one that will advance your company’s performance levels, but also one that will provide your customers with a better experience.
Customer communication can occur through a range of channels, including:
Some of the advantages of using customer communications management tools include:
CCM software offers some of the features listed below: