Did you know that 73% of consumers say a good experience is one of the key factors that influence their brand loyalty?
Happy customers mean that you have a happier and more successful business. Luckily, there are a number of ways you can ensure your customers are happy.
Keep reading to learn more about CCM, including what is CCM and how it can help your business.
What Is CCM?
CCM, or Customer Communication Management, is the communication maintained between customers and businesses. Using customer communication tools, businesses can manage their customers and their data.
These outbound communications use a range of print and digital resources, including marketing, renewal notifications, new product release notifications, and payment notifications. CCM uses a combination of media such as emails, documents, web content, and Short Message Services (SMS).
When people refer to CCM, they often refer to CCM software. There’s a variety of different types of software available, with different features. If you want to improve your customer’s experience, have a look at how to choose the right CCM software for your business.
CCM can configure all your data from multiple channels, such as your invoices, marketing campaigns, and customer support materials. This provides you with real-time analytics about each form of communication.
The real-time data can show your customer’s responses, the results from post-communication surveys, open and click-through rates, and the amount of unsubscribes.
All of these are valuable data, that can highlight the successful communication between your business and its customers. It can also highlight where you need to improve your communication and customer service.
What Are the Most Popular Customer Communications Management Features?
Businesses across different industries and of different sizes might prefer various CCM features. For example, larger organizations might need a CCM that can effortlessly extract large volumes of data.
While other businesses might favor features such as:
- automated compliance
- data scrubbing
- data extraction, transform and load functionalities
- location intelligence
- electronic archive
- email marketing, social media, and SMS management
With an array of features, CCM software is popular among many businesses and industries. So, whatever form of communication your business is looking to streamline, analyze, or improve on, CCM tools can help.
Why is CCM important?
CCM solutions are important for businesses because they help create better communications between you and your customers.
Poor customer service can make consumers and customers decide to stop using a service or buying a product. Having effective customer communications can help to prevent losing your customers. It can also help to secure new prospective customers.
Good customer communications management software can help to ensure your customers feel engaged with your brand. This encourages your customers to stay loyal to your business.
CCM is also important because it can save a lot of time and money, especially for large organizations. If you have a lot of customers then you need effective CCM software that can create and send large-scale communications out.
Benefits of CCM and How It Can Help Your Business
The most important piece of information that you want to know is what are the benefits of CCM and how it can help your business. Luckily, we have the 4 main benefits of using a CCM software outlined below:
1. Improve Customer Service and Experience
An effective CCM can help to improve your customer service and the customer’s experience. This results in happier customers who are more likely to stay loyal to your brand.
CCM software can help you provide the right messages to the right customers. This ensures the people who need to see your products or notifications will do so and at the right time.
It also helps to ensure the customer feels in control because they can communicate with you and receive your communication via their preferred channels. Your customers need to know that they can get in touch with you when it suits them.
2. Increase Efficiency
Meanwhile, in your business, CCM software can help to ensure your workforce is more efficient. It can also help to eliminate errors and prevent mistakes.
Having one platform where you and your team can access all the communications you need can save time and money. Your team is able to create and approve communications for print, email, mobile, and the web, with ease.
3. Reduce Compliance Risks
Many marketers and business owners alike fear compliance risks. But using CCM software this risk can be significantly reduced. With a CCM, your communications can be managed, tracked, and approved before going to the customers.
You can also choose to be extra cautious by enabling content blocks on your CCM. These blocks can be locked down to ensure they meet government and regulatory requirements.
4. Increase Brand Visibility
Happier customers due to enhance customer service can also help to increase brand visibility. Word of mouth is still one of the most powerful marketing tools a brand can rely on.
Customers who are satisfied or even impressed with their experience with your brand are more likely to tell their friends and family about your business and leave a positive review. This can help to increase your brand’s visibility.
Improve Your Business with CCM
Now that you know what is CCM and how it can benefit your business, why not try implementing CCM software into your company? Remember to think about which CCM features your business needs most before choosing the right software for you.
If you found this article insightful, be sure to read some of our other business articles.