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Communications

Everything you need to know about customer communications and customer experience!

John Zimmerer

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Customer Experience | Customer Communications

Are Your Customer Communication Touchpoints This Stupid?

By: John Zimmerer
June 9th, 2016

The title of Micah Solomon’s recent Forbes article caught my eye: “Stupid Touchpoints Are Worse Than No Touchpoints in Customer Service and Customer Experience.” It proved to be an entertaining and worthwhile read, reminding those of us in customer experience (CX) and customer communications management (CCM) to think very hard about the reasons and ways we touch customers before we start touching them inappropriately (i.e., everywhere, all the time, and turning them off in the process).

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Customer Experience | Customer Communications

Using Metrics, Analytics with Multi-channel Customer Communications

By: John Zimmerer
May 25th, 2016

In Three Ways to Use CCM Metrics, Analytics to Improve Customer Experience, one of the three methods I mentioned was multichannel contextualization:

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Research conducted by Forrester on the value of combining CCM and digital experience.

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Customer Experience | Customer Communications

Legacy Systems Challenge Your Digital Customer Experience

By: John Zimmerer
May 11th, 2016

Unless you’re a brand-spanking-new startup, your organization almost certainly has legacy software. By “legacy,” we mean previously acquired and now outdated – any software that was purchased when business requirements and market dynamics were different than they are today.

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Customer Experience | Customer Communications

Three Ways to Use CCM Data, Analytics to Improve Customer Experience

By: John Zimmerer
May 6th, 2016

All companies have two topline objectives, regardless of industry, size or business model: revenue growth and profitability. So the metrics that companies gather for any business function, including customer communications management (CCM), usually speak to one or both of these. Profitability usually gets translated to CCM in terms of operational efficiency. The goal is simply to spend less generating, distributing and tracking communications. Since customer service call centers are usually the most costly way to deliver customer service, there’s a lot of sensitivity around call center volume, resolution rates, cost per touch, etc. So companies work to deflect the need for customers to use the call center through methods such as customer self service portals and improved customer communications.

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Customer Experience | Customer Communications

Why Most CCM Solutions Aren't Very Cloud-Friendly...Yet

By: John Zimmerer
April 26th, 2016

Cloud-based software and software-as-a-service (SaaS) solutions appeal to many enterprises. Most companies are either looking for software they can access through a web browser and/or they want to subscribe to or “rent” their software for a monthly fee. How an organization pays for its software is often a function of their CFO’s preference — for example, to capitalize the purchase of software for EBITDA reasons, or treat it as a monthly operating expense for cash flow reasons. Why an organization uses and where it manages its software, however, come down to line of business and IT requirements.

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Customer Experience

Customer Experience Platform: Integration, Integration, Integration

By: John Zimmerer
April 14th, 2016

When building out a customer experience management (CXM or CEM) architecture, you will need to address marketing, commerce and service functions. With the right allocation of resources, you will be able to provide a rich, consistent and deeply personalized customer experience at every stage of the customer lifecycle and across each touchpoint. To do this, you need to determine how, not whether, you will be sharing data and content across your digital experience (DX) platform.

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