Posts tagged: Channel Preference Management

Recommendations from InfoTrends’ latest CCM research

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 Sep 30, 2013

InfoTrends has recently completed a major study looking at overcoming Customer Communications Management (CCM) implementation challenges at enterprises. Between January and August 2013 InfoTrends conducted several in-depth focus group sessions with CCM stakeholders of large U.S. enterprises and governmental agencies. Those large organizations send out a staggering amount of customer communications (e.g. bill, statements, policies, notifications, welcome kits, direct mail, e-mails), and managing them in a way where they all work together to improve the customer experience and optimize the lifetime value; which is not an easy thing to do. Based on the research we have developed three sets of recommendations (for enterprises, outsourcers, and vendors) that I will briefly outline below.

Figure: Customer Communications Management (CCM) Overview

Click to enlarge

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