Cloud-based CCM security is achieved in layers. In a previous post, Security Overview: Cloud-Based Customer Communications Management, we gave you a quick summary of each of the security layers: physical, network, operating system (OS), database and application. Let’s take a closer look at those first four tiers.

The Gartner Magic Quadrant for Customer Communications Management Software just came out, and we’re extremely pleased to have been included in the “Other Vendors to Consider” section this year. Though we do not meet all of the criteria for inclusion on the Magic Quadrant itself (for example, we currently serve the US and Canada), the Gartner analysts found us worthy of recognition as a possible best choice for some customers. We are honored to be among just ten mentioned in this section of the report.

What do you think of when you hear the term “customer communications management”? Most people think of letters, statements, privacy notices, and other documents and correspondence that traditionally have been produced in large batches and mailed to customers en masse. Many people now include digital versions of those communications in their understanding of CCM, too. And some are seeing the expansion of traditional customer communications across any and all channels, throughout the customer journey, and into the broader customer experience.

With more than 30 years of experience in customer communications management (CCM), we have helped install our software at a lot of companies. Over the years, we’ve learned a few universal truths about how to achieve a successful implementation, across varying business or industry needs, evolving configuration of hardware and software systems, and complex people and processes.

The biggest obstacle to delivering consistent customer experiences at every touchpoint throughout the customer journey is silos. Within many, if not most, large businesses, there are thick metaphorical walls between departments, lines of business, campuses, etc. And the separation affects everything, including people, processes and technology – and, in turn, it affects the customers.

Business users want and need customer communications management (CCM) software that allows them to create and modify layouts and templates without help from IT, and without having to learn HTML5 or CSS3. And they want an intuitive, user-friendly visual interface.