Customer Communications Management is a system of tools that deal with interactions between customers. CCM software began by using transactional documents, such as bank statements, but has gone on to be able to handle all direct mail and email interaction with customers. The software system can include pieces such as document automation, document archiving, payment processing, and print processing. The goal of all CCM systems is to improve the quality of interactions with customers.
The most recent improvement to Customer Communications Management has been the addition of personalization to the software. Personalization refers to the ability of the program to automatically create a document to target the particular interests of their customer with each mailing. For example, the Google ads on the right-hand side of your search are an example of personalization. In CCM, however, one can do so with a broader or narrower brush depending on the data that is used to create the personalized marketing. A good CCM system also integrates with an enterprise content management system to allow for the sharing of document templates across the company.
Iknow has deep expertise in all aspects of Customer Communications Management projects, from the creation of document templates, to loading data for personalization, to integrating into previous systems, to the deployment and customization of the software. Iknow also bring expertise in data profiling, document management systems, and enterprise content management to ensure that the system integrates, and is able to create world class documents.