How to Excel in Customer Communication Management?

Communication is the ultimate key to success. The brand formula for every successful organization is the constant customer interaction. The communication to concerned people can be mailed with invoices attached. The mode of communication can be a new product launch pdf or it could be text messages to your clients reminding them of payments due and a lot more. Typical business communication involves:

  • Batch documents encompass contracts, reports, invoices, etc. that are often sent-out to many recipients.

  • Structured documents involve those that carry a format or template. Bills or statements are examples of structured documents.

  • Interactive documents are personalized emails and messages that are customer-specific.

  • On-demand documents are those that are often created on the fly. These could be phone calls, social media posts, or messages.

  • Customer Communication Management solutions facilitate centralized documentation of communication with customers on different channels. Be it pdf files or emails, printed material, or messages, it is necessary to optimize, store, retrieve, and deliver all types of communication effectively.

All outbound communication such as marketing materials, social media correspondence, account statements, print communications, instant messages, etc. come within the scope of CCM. All these documents, be it in print or digital form, are processed and analyzed.



CCM Software

Customer communications management software allows you to analyze the data. You can check the effectiveness of email campaigns by the number of unsubscribes and those marked as spam. You can peruse the click-through rates of web communication.


You can check the feedback on SMS communication. With CCM tools, you can electronically archive communication. With an efficient customer communications management software tool, there will be a cohesive approach to all outbound communication from the organization.


1. Tracking communication to and from an organization

2. Automating the distribution of communication

3. Document template management

4. Document security

CCM and Customer Experience

Documentation can be optimized to be delivered in a manner that makes it simple for the clients. Send it in a language of choice. Personalize it for the client. Make the client the focus of the engagement and not part of a large set of customers.


You can induce a set of rules to generate documents automatically. Customer engagement will be enhanced using this strategy. When the user experience is improved, there is less chance for customers to shift towards your competitors. In addition to that, they are more likely to recommend your business to others.



CCM enhances customer experience. This is a very essential aspect of keeping your customers satisfied. CCM software can go a long way in helping the customer help himself. In this way, the customer is able to find answers without interacting with the support staff.


Some of the popular Customer Communication Management Software is,

  • Adobe Experience Manager Forms

  • Oracle Documaker

  • Newgen CCM Suite

  • Striata

  • Cincom Eloquence

  • Papyrus Platform


While some communication is routine, sometimes it is urgent and critical. Error-free communication addressed correctly and delivered promptly goes a long way in keeping customers satisfied. With newer communication channels, it is all the more imperative to keep track of all multi-pronged communication. With a robust CCM platform, you can make quick changes and adapt your communication protocol.


Most solutions are cloud-based and provide 24/7 support. Inventory analysis of the vast amounts of communications is optimized and can be integrated with other systems such as insurance and banking. Improved productivity and reduced costs are also achieved.

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