A strategic CCM system that covers all business functions is essential. Not only does it help organise both internal and external communications, it allows for personal and data-intelligent conversations to take place with your customers at every touch point.
CCM IS THE AMALGAMATION OF 1:1 MULTI-CHANNEL COMMUNICATION SYSTEMS
CCM has typically been owned by Marketing and Communications as a method of retention and growth. But its impact is critical to maintain smooth on-boarding and longevity throughout the customer life-cycle. The attention and effort put into gaining and retaining customers, should be equal across all departments. Every person and every touch-point is an opportunity to improve your relationships with customers.
Customer communications are all interconnected
You've worked hard to get the customer, don't take your foot off the gas! It's time to turn happy customers into advocates.
Whenever you update or inform them of changes, process an enquiry or complaint, celebrate an anniversary, or request feedback - you'll keep them engaged and satisfied, boosting NPS and reducing churn.
Quotas were meant to be smashed, not achieved! Make your customers feel loved and stand out from your competition.
Whether it's to confirm an appointment, follow-up on a meeting, or send them important information - make it personal and unique so they remember you and appreciate the effort you are putting in.
Whether it's inbound or outbound, the ability to make content personally relevant to the individual is critical.
It’s no longer good enough to just be good enough - your content needs to stand out! Surprise, engage, and delight with video that gets personal, allows viewers to interact, and you'll be filling the funnel like a boss!
Invoices, statements, claims and sensitive documents can all be sent through our CCM platform ensuring both data integrity with personal impact.
The information is treated with the utmost security and best of all is that your customer receives the information in an easy to digest format, with no unnecessary jargon.
As defined by Gartner CCM "is defined as the strategy to improve the creation, delivery, storage and retrieval of outbound communications, including those for marketing, new product introductions, renewal notifications, claims correspondence and documentation, and bill and payment notifications."