Blog: Customer Communication Management

CCM Automation is making it easier for companies to streamline processes, honor preferences and personalize content in real time.  This week, our panel of industry experts shares how market leaders are automating communications across the enterprise.

This week, our panel of industry experts dives into data and analytics – identifying ways you can improve communications and strengthen relationships with existing customers. 

The first month of the New Year is almost over and many people have spent the beginning weeks both reflecting on 2011 and looking forward to 2012. We’ve recently taken a look at the latest trends in customer analytics to see how it can be used by businesses this year.

With every new channel developed, effective Communication Governance becomes even more critical.  This week, a panel of experts talks about the challenges—and the steps some companies are taking to regain control. Spend five minutes getting the inside scoop in this segment of our Customer Engagement Series.

Our panel of experts noticed that many organizations are taking a new approach to CCM and Customer Care, one where analysis, collaboration and consistency have become the new must-have capabilities. Take five minutes to hear more in this segment of our Customer Engagement Series.

Sure, the idea of using transactional communications to promote products and services is not new.  And yet, our panel of experts certainly brought some new insights to the conversation. If you’re organization is looking to grow revenues in 2012, invest five minutes in the next segment of our Customer Engagement Series.

We talk about digital natives – the kids who never knew a time without computers.  And we talk of digital immigrants who, like many of our ancestors arrived with no knowledge of their new frontier and a bunch of useless baggage.  But, really, the consumers are adapting quite nicely – from the octogenarians with iPhones to us working stiffs with our array of digital gadgetry, we’ve all got this new tech thing going on.

But we consumers have it easy. The organizations that built their whole world around non-digital processes and are now expected to be every bit as nimble as their digitally enhanced consumers – they’re the ones who have it tough. Digital migration isn’t a trip from here to there and back again – and it isn’t like a winter you can wait out.  It’s way more complicated than that, and it’s a moving target. 

A few months ago, I wrote how multichannel marketing means more than using multiple channels.

This week our panel of experts takes this one step forward – with practical tips and advice on what it takes to succeed in a world where most messages are delivered in at least three channels. In this chapter of the Customer Engagement Series, you’ll hear how organizations are overcoming the challenges to deliver a consistent experience to customers and prospects alike.

Time flies—especially when your job involves customer communications.  It was barely six months ago when we gathered at Insights Las Vegas to share the latest strategies and tools for CCM—and now we are planning Insights 2012, scheduled for June 13-15 in New Orleans.

Communication in healthcare is never easy.  Whether it is requesting a routine camp form for your child, or navigating through a maze of billing that follows any sort of hospital procedure.

Things are changing though – and changing fast – as a whole range of factors and technologies are transforming the healthcare industry.  One critical focus near and dear to my heart is the change in how healthcare is starting to really embrace a more “customer centric approach”, and with it, customer communication management.