Customer Communications Management (CCM) and Document Output for Customer Communications Management (DOCCM)
CCM and DOCCM are both methodologies used to define and quantify all of the functionality required to centralize and automate every process involved in the creation, generation, and distribution of customer communications.
There are 3 types of customer communications:
Structured documents are scheduled, consistently formatted, and rarely need any formal changes. Template management plays a subordinate role here, while such documents are often in batches or offset print runs. Success depends on generating large volumes and controlling the print data stream for communications like phone bills, utility bills, and brokerage statements.
Interactive documents require linking the customer-specific data with predefined structures. Compared with structured output, these call for a high degree of personalization. This means that the software uses a particular set of text blocks, rules, and variables to provide more individualized output based on matching customer-specific and customer-relevant data. Examples include customer correspondence, marketing materials, offers, and contracts.
These documents are generally triggered by requests from various incoming channels of an enterprise, such as the Web, fax, phone, email, and ERP systems with integrated solutions. On-demand output may be initiated automatically or manually. Service correspondence in a call center and documents from a Web portal are two examples.
The goal of Customer Communications Management is to optimize the way organizations communicate with their customers.
Check out these Info Briefs and learn more: