Will C. Franklin, Author at Ecrion

CCM, Customer Engagement, Omnichannel

Omnichannel or Multichannel Platform: What’s the Difference?

Posted on December 13, 2018December 14, 2018 by Will C. Franklin

13
Dec

Omnichannel. Multichannel. Two of the biggest buzzwords in any industry today. Both provide your company with ways to communicate with your customers. While some businesses throw the words around as though they’re interchangeable, they’re not. In order to get the most out of your customer communications management software, your company needs to know the difference between a multichannel and an omnichannel platform.

It can be confusing, trying to figure out the differences between the two since they are so similar. It’s like vanilla ice cream and vanilla bean ice cream. Sure, they’re both kind of the same, but one is a little different than the other. The same can be said for a multichannel or omnichannel platform.

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Best Practices, CCM, Customer Experience, Solutions

Personalizing Customer Communications Brings Business Success

Posted on November 21, 2018November 23, 2018 by Will C. Franklin

21
Nov

Personalization is a major component of customer communications management. Being able to follow along the customer journey is important, but actually knowing your customers and providing them with what they want is the cornerstone of better customer communications.

The value of customer satisfaction continues to grow year after year, and if your company isn’t prepared to meet the needs of your customers, you could soon be looking for new customers. For consumers, customer experience will become more important than price and product by 2020. Are you ready?

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CCM, Customer Experience, Solutions

5 Key Benefits of CCM Software

Posted on November 2, 2018November 23, 2018 by Will C. Franklin

02
Nov

Most businesses require the aid of customer communications management, or CCM software, to handle large volumes of customer documents. Using a platform that allows for mass creation, production, and distribution of these, companies from all different types of industries have dramatically improved the fluidity and efficiency of their customer correspondences.

The adoption of these comprehensive solutions has provided numerous benefits to organizations, but let’s take a look at five of the key benefits CCM software can provide for your company.

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Best Practices, CCM, Finance

Four Ways CCM for Banking Can Help Financial Institutions

Posted on October 26, 2018December 17, 2018 by Will C. Franklin

26
Oct

Banks have had to deal with many issues that have driven customers away over the past several years – from unethical practices, to an increase in fees, to competition from other banks and financial institutions. While the focus has been on correcting some of the perceived larger issues, a major problem has slipped through the cracks: customer communications. This is why CCM for banking can help financial institutions as we approach the new year.

Customer Communications Management, or CCM, offers banks and other industries the ability to better communicate with their customers. Not all CCM software is built the same, however. It’s important for financial institutions to know what their customers will want in 2019, and how the right CCM software can help achieve this goal.

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Best Practices, CCM, Customer Experience

What’s the REAL Value of Customer Satisfaction?

Posted on October 23, 2018November 23, 2018 by Will C. Franklin

what is the value of customer satisfaction

23
Oct

This should come as no surprise to you, but it’s worth keeping in mind: when your customers are unhappy with the service you’re providing, that lack of satisfaction will lead them to your competitors. You know customer satisfaction is important, though, so why read any further? You’ve got this, right? Right?

Just because you know something is important doesn’t mean you know exactly WHY it’s important. Not having the right information could seriously put a financial drain on your company. There are so many different aspects of customer engagement, providing a great customer experience – which leads to a high-level of customer satisfaction – might not be as easy as you might think.

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Best Practices, Business, CCM

What is a Strategic Communications Plan?

Posted on October 18, 2018November 14, 2018 by Will C. Franklin

18
Oct

In order for your business to be successful, you need to be able to get your company’s message out there for current and potential customers to see. What does your company do? How can your company make customers’ lives easier? This is where having a strategic communications plan comes into play.

Surprisingly, many companies either don’t use a communications plan, or don’t really know what makes up a strategic communications plan. In fact, globally, 21 percent of internal communicators admitted that they do not employ any form of formal planning. That number jumps to 31 percent for North American companies. This means, more often than not, companies are being reactive instead of proactive.

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Best Practices, CCM, CRM

CRM and CCM: What’s the difference?

Posted on October 16, 2018October 22, 2018 by Will C. Franklin

16
Oct

CRM software, or customer relationship management, manages your company’s relationships and interactions with customers – those you have and those you’re trying to convert into customers. A CRM system helps companies with sales management, productivity, and contact management, just to name a few.

While a CRM system, such as Salesforce, helps to streamline things, a CCM solution, or customer communications management, completes the customer management experience.

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Press, Press Release

TriPartum Joins Ecrion’s Growing Stable of Solutions Providers

Posted on July 31, 2018October 10, 2018 by Will C. Franklin

31
Jul

Ecrion Software, a leader in the development and implementation of smart, modern customer communications management software, is pleased to announce a new partnership agreement with TriPartum, a CCM solutions provider based in the United Kingdom. TriPartum joins a growing list of solutions providers that have partnered with Ecrion, that now covers more than 30 countries globally.

This agreement builds on a relationship that dates back 10 years to expand TriPartum’s managed services practice, as well as introduce new sales and marketing workstreams in an effort to jointly acquire new customers.

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CCM, Insurance

Why Is Insurance Technology So Important?

Posted on June 18, 2018November 23, 2018 by Will C. Franklin

18
Jun

In the last few years, the insurance industry has made strides by adopting new technologies. Thanks to the emergence of new technology, such as traffic cameras, self-driving cars, drones, and smart homes, insurance companies are able to collect a mountain of new information they’ve never had before.

This growth comes with its own particular set of challenges, though. As your customers adopt these new technologies, insurance premiums will go down universally. While this might make your customers happy, it ends up shredding your bottom line. Because of this, you need to keep all of the customers you can.

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Best Practices, CCM, Customer Experience

What is Customer Communications Management?

Posted on June 12, 2018November 26, 2018 by Will C. Franklin

12
Jun

You’ve probably heard the phrase or acronym many times in meetings. You might have even looked it up on Google to see what it was and got a somewhat rudimentary answer. It seems rather self explanatory though, doesn’t it? Customer communications management … it’s just the management of customer communications. See, easy. Yeah, you know it’s not that simple. So, then, what is customer communications management?

At its core, CCM — there’s that acronym — IS the management of customer communications, but it’s more than that.

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