The What, Why And How Of Customer Communication Management

1. The What, Why, And How Of CUSTOMER COMMUNICATION MANAGEMENT By TechDogs

2. OVERVIEW Every customer-facing team in an organization needs to monitor customer interaction touchpoints such as social media, email, web forums, and call centers. Customers may switch between communication channels per their preferences and businesses need to take that into account. Hence, to centralize their inbound (and consequently outbound) interactions, they need Customer Communication Management. Read on to learn about it! This is precisely why businesses rely on Customer Communications Management. It refers to strategies and tools that enable businesses to manage inbound communications across a wide range of channels and touchpoints. 02

3. WHAT IS CUSTOMER COMMUNICATION MANAGEMENT? Customer Communications Management (CCM) is a strategy for enhancing the creation, transmission, archiving, and retrieval of customer communications. Businesses must manage their consumer communications across various departments, such as marketing, sales, billing, payments, etc. for customer service. The concept of CCM forms the cornerstone of every great customer outreach experience. However, adopting CCM wasn’t always necessary – let’s look at how it evolved with time. 03

4. HOW DOES CUSTOMER COMMUNICATION MANAGEMENT WORK? This is why you need CCM tools and strategies to record, manage and retrieve consumer communications. It generally enables businesses to categorize communications in two forms: live interactions such as phone calls or in-person visits and digital interactions, including emails and social media messages. CCM tools record, manage and categorize both types as well as enable access through a centralized dashboard, so there is a track of all ongoing conversations with consumers. 04

5. HOW DID CUSTOMER COMMUNICATION MANAGEMENT EVOLVE? Businesses have placed content at the heart of their customer communication strategies for a long time. The central principle of marketing and customer support was the age-old saying: content is king. This meant that companies used a broadcast model to deliver information to customers in a one-way interaction. CCM strategies enabled businesses to keep scale with inbound messages and calls while centralizing all communications. In recent years, brands have had to adapt to the channels that their customers preferred to ensure excellent consumer experience and create brand loyalty. This made CCM even more critical in consumer-facing teams such as marketing, support and sales. 05

6. ADVANTAGES OF USING CUSTOMER COMMUNICATION MANAGEMENT Increased Personalization During Interaction Enhanced Engagement Tracking Better Customer Experiences 06

7. WHAT’S THE FUTURE OF CUSTOMER COMMUNICATION MANAGEMENT? It will revolutionize each brand's ability to communicate with its niche customers on a wider scale. Customer engagement will be enhanced as AI will enable sentiment analysis to develop tailored responses for specific situations. CCM tools will be combined with CRM platforms to create distinct profiles for each customer interaction, which will feed into the personalization strategy for engagement and interaction. Hyper-personalized follow- ups, offers and notifications will surely improve customer loyalty soon! #Can’tWait 07

8. IMPORTANCE OF CUSTOMER COMMUNICATION MANAGEMENT Businesses must track and manage their communication channels to serve customers. However, by storing a record of the interactions, businesses can cater personalized responses to returning customers. They can identify what was said and when to improve training and compliance policies. In a nutshell, CCM is critical not only to the customer experience but also for businesses to improve. A solid and seamless CCM strategy can successfully close the communication gap between the company and its customers. 08

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