Many who read this publication are well aware of how complex it is to produce and manage certain types of customer communications. For example, take a look at a basic piece of correspondence. Just one... View More
Over the past few years, companies have started to pay an increasing amount of attention to their customer experience (CX) strategies. While the idea of businesses improving customer loyalty through a... View More
While our enterprise budgets for 2019 might be on track, it’s important to look at the projects that often don’t make the annual plan year after year. Customer communication management (CCM)... View More
It’s been 30 years since the arrival of customer communications management (CCM)— technology that was developed to help enterprises manage their high-volume transaction printing. In 2019, CCM... View More
Managing customer communications is a significant driver for improving customer satisfaction and increasing lifetime customer value in an organization. Yet, it remains under the radar within many businesses,... View More
Developing a customer communications management (CCM) strategy is analogous to putting together a jigsaw puzzle. To arrive at the solution, the pieces need to be interlocked together in an integrated technology... View More
There was a time when banking institutions had a veritable monopoly on products, services, and the customer relationship. However, this influence has been weakening in recent years, as third-party financial... View More
With 2018 behind us, it’s that time of year when we reflect on the past developments that took place in our industry and to speculate on the technology innovations yet to come. We saw the emergence... View More
In the new year, customer communications will continue to be critical for improving customer experiences. As we shift customer communications to a strategic function in the enterprise, it's important to... View More
For those of us in traditional document management domains and highly regulated industries, the ways in which our business operations, products, and customer experiences have changed over the past 20 years... View More
2018 was quite the wild ride for enterprise technologists, as organizations tried to separate fact from fantasy. It's clear that the freight train known as artificial intelligence (AI) can't be stopped,... View More
One of the topics critical to your success in 2019 and beyond will be the integration of technologies. Even more important, we must find ways to foster collaboration between the teams that use these various... View More
We often talk about the value of simplicity in terms of clarity. For example, is a letter or form easy to understand? Does it use plain language? Is the information well organized? While clarity is important,... View More
Every year, we post our list of the top communication trends expected to make the biggest impact on the industry. I think it's important to hold myself accountable for the predictions we've set—sometimes... View More
As the amount of data and documents increase at a dramatic rate, enterprises struggle with organizing and maintaining their forms and documents, leading to increased costs and poor customer experience.... View More
In 2018, nearly 75% of consumers own a smart phone, with many of these individuals plugged in at all times. As a result, the market has adapted, and new technologies have increased the number of channels... View More
Salesforce has become one of the leading customer relationship management (CRM) apps available today. It's probably best known for its capacity to store customer and prospect information, centralize data,... View More
Despite what you may think, most customers like to be contacted by the companies they do business with, as long as that content meets their needs, is timely, and relevant. On the other hand, if their customer... View More
In the software business, well-intentioned requests for a new feature can sometimes get in the way of a larger strategy. "Feature creep" can turn into future limitations, unforeseen consequences, and deployment... View More
Today’s consumers aren’t satisfied with simply “liking” a brand or other simple exchanges on their social channels. They expect actual interaction from these companies. If they... View More
