Frequently Asked Questions

What is Customer Communication Management (CCM)?

Customer communications management (CCM) is a process utilized by businesses to enhance the creation, sharing, storage, and retrieval of customer communications. CCM can involve various departments such as marketing (generating email campaigns), customer service (providing phone assistance), or the accounts team (sending billing and payment notifications).
CCM is generally done with the help of a tool that helps you streamline all your communication channels such as email, live chat, SMS, phone, social media, chatbots, and more.

What are the benefits of Customer Communication Management?

Ranging from improved CX to reduced data risk, there are several benefits your business can enjoy by implementing the right customer communication management solution. Here are some of the benefits:

  • Improved customer experience.
  • Track and analyze customer preferred communication channels.
  • Reach customers with proactive communication.
  • Improved training of employees as CCM platform can store all ongoing and past customer interactions in one place.
  • Gain a competitive advantage by prioritizing customer experience and fostering consistency, guiding principles, and quality in customer communications.
Is CCM different from CRM?

Customer communication management (CCM) is a process that helps businesses create, store, and analyze all customer-related communications. For instance, it can involve support-related phone conversations or email notifications to remind customers regarding their next billing date.
Whereas customer relationship management (CRM) is a much broader, sales-oriented approach that aims at storing customer data (account information, contact details, past interactions, purchase history, etc.) for the purpose of enhancing a company’s relationship with its customers.

What is hyper-personalization?

Hyper-personalization is defined as the use of real-time customer data to display relevant content, products, services, and information to each individual user or customer. A robust CCM platform offers this capability to understand their customers better and improve the overall experience.

What is omnichannel communication?

Omnichannel communication occurs when a business analyzes its client’s journey and provides a consistent experience across any customer touchpoint beginning from pre-sales to post-sales and everything in between. Omnichannel customer communication redefines interactions and delivers an improved customer service experience.

How does CXM impact customer loyalty?

A positive customer experience leads to increased customer satisfaction and loyalty, as customers are more likely to return to a brand they trust.

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© 2023 FCI. All Rights Reserved.
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