Choosing the Best Customer Communications Management Software

When it comes to email, many people fall into two camps, communications management: those who spend part of their day removing ads, unsubscribing from newsletters, and filtering their inbox to do just that to keep track of what’s important and those who avoid emails altogether. In fact, “40% of consumers say they have at least 50 unread emails in their inbox”. ์นด์ง€๋…ธ์‚ฌ์ดํŠธ

It’s not that customers don’t want to receive messages from the brands they shop from, but most messages seem awfully generic, like an inbox full of emails addressed to someone else.

According to the Salesforce State of the Connected Customer report, โ€œ88% of customers say a company’s experience is just as important as its products or services. That means your company’s customer communications need to be streamlined and personalized to retain customers and free up space in their inboxes.

Fortunately, there are many tools that can help your business create a more personalized customer experience, such as: Software for managing customer communications.

What is customer communication management?

Customer Communications Management (CCM) is the process of creating, managing and delivering customer communications.

Companies usually manage it through the CCM platform, a software that centralizes communication activities and analyzes their effectiveness to increase customer satisfaction and engagement.

Businesses can use CCM to manage two-way communication channels such as email, live chat, phone, and SMS, as well as outbound activities such as email or SMS marketing campaigns, printed documents, and digital documents such as invoices and contracts.

CCM Systems vs. CRM:

Understanding the Difference customer communication management systems are often confused with their more familiar counterpart: customer relationship management (CRM) platforms.

While both are customer-centric, CRM and CCM focus on different things: CRM tools focus on collecting and consolidating customer data (contact details, communication and purchase history, web browsing habits, customer retention behaviors, related products, etc.) the whole organization. ์˜จ๋ผ์ธ์นด์ง€๋…ธ์‚ฌ์ดํŠธ

CCM tools focus on interacting with customers themselves, creating content, speaking to customers, and using data to personalize communications. While the two types of platforms are different, there are often differences: CRMs often come with authoring tools, while CCMs have data and analytics capabilities that help teams better segment their audiences.

What are some of the benefits of adopting the CCM platform?

It’s true that you can manage your company’s communications without CCM, but there are many advantages to migrating to a single system. Better Customer Service (CX) First and foremost, customer communications software makes it easier to create and deliver customer-centric experiences.

CCM helps you to: Minimize confusion: When sales, marketing and support teams have a complete view of all messages received from customers and are all on the same page, it helps create a coherent communication strategy and contributes to a Unification at brand voice. Encourage contextual conversations: People don’t like being treated like numbers, yet more than half of consumers think companies treat them that way.

CCM tools provide customer insights that help face-to-face teams have more meaningful conversations with customers. Personalization Help: CCM software can help you reach your customers through their preferred channels on the topics they want to know about and ensure your messages are always up to date.

A Better Employee Experience

CCM platform also benefits employees. You can: Simplify content creation: Many platforms offer ready-made email, contract, and invoice templates that make it easy for anyone to deliver professional messages to clients. Other customer communication tools can optimize your content for different devices and ensure that what you send to your customers is always correctly formatted.

Centralize customer information:

Instead of switching between email accounts, file sharing services and digital document apps, CCMs keep all information about customers in one place. Easier work: Personalized messaging can be difficult to scale without increasing staff. CCMs can automate certain tasks, improve efficiency and reduce team stress. Greater Insight CCM solutions are also useful in helping businesses better understand their customers, products, and brands through analytics. ๋ฐ”์นด๋ผ์‚ฌ์ดํŠธ

Reports based on CCM data can give you more information about your customers:


Who your customers are and where they live.


What devices your customers use to watch your content, what channels are their favorites, and what topics interest them most.


Which posts get the most engagement and when do your customers typically interact with them?


What your customers think about your product or service and your brand in general.

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