Report reveals importance of a sound CCM strategy

Pitney Bowes Business Insight has released a report that reveals how a customer communication management (CCM) strategy can help businesses establish more profitable customer relationships.

The report, collated by Quocirca and sponsored by PBBI, is available to download from the Pitney Bowes Business Insight website.

Laurence O'Hagan, global portfolio director for CCM at Pitney Bowes Business Insight, said: 'Through streamlining the communication process at each customer touch point, a CCM strategy can uncover significant opportunities for realising lower costs, greater operational efficiencies and improved customer experience.

Opening up with a view on the business challenges of communications in the digital age, 'Turning Customer Interaction into Profitable Relationships' walks readers through the current landscape of web-2.0-based communications technologies, examines the relationship value of print and electronic communication tools, and explains the fundamentals of a CCM platform and related operational benefits, as well as providing examples of CCM in practice.

The report highlights the reasons why existing enterprise business systems - CRM, BI, ECM, EDM among others - fall short in enabling effective, unified, multi-channel, inbound and outbound customer communications and how CCM provides the key missing component.

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