What Happens When Everyone Adopts CCM but You
Communications are always evolving, so enterprises constantly face new challenges both in how they market to customers and how they communicate amongst themselves.
Customer Communication Management (CCM) is already giving early adopters an upper-hand with brand presence and streamlined internal processes. The rewards are exponential for those leaving behind legacy systems for comprehensive CCM platforms -- solutions that perfect customer data management, delivery of customer-facing documents, and tracking of customer journey.
There is gradual progress toward a business world fully driven by Customer Communications Management (CCM) because of how people are learning about the product. Upon hearing of a tool that helps with customer communications and data management, many assume they have it already: maybe they house a Customer Relationship Management (CRM) tool, an email client, or some variant of technology purposed for Business Process Management (BPM). Maybe they have all of the above.
What they may not yet know is that a Customer Communications Management (CCM) solution integrates all of these functions (and more) into a single solution, intended as the only resource for all document production and customer engagement needs. There is significant benefit to this:
Lifetime support for every one of your solutions
Seamless connection between customer data and mission-critical document production
Collaboration between technical and non-technical staff through a single interface
These factors are unique to an integrated CCM solution, valued for the resources they save, and the money they make in the long run. Better communications make for increased customer retention, while streamlined internal processes, digital documents, and integration of multiple solutions not only enhance communication, but save on the cost of paper, cost of labor and the confusion that might arise in the process of editing between multiple stakeholders (your developers, designers, writers, etc.).
Businesses that are quick to upgrade to an all-in-one solution immediately gain an edge in their respective industries. Customer Communication Management (CCM) has a built-in focus on customer-centricity, getting to the core of customer communication needs and preferences.
This personal connection, with constant returns on information and limitless technical support, is at a level that cannot be accessed with any legacy system.
The Long Haul
Continuing to manage a legacy system will cost more in the long run. A lack of built-in collaboration tools, technical support of multiple solutions, and phase-out of older systems that need replacement will all contribute to these higher costs.
Any one of the solutions contained in a legacy system could be compromised down the road, or they might just need to be updated. In either case, when the solutions are not maintained by the same provider, it takes special help to get them integrated and working; it also takes adjustment from the personnel working around the system to optimize their processes.
The longer a company waits to update their legacy system, the more radical and costly the update will need to be. The rate at which communication is changing seems to only increase, so these businesses will need to update their systems with relative frequency to keep up with competitors that have integrated their solutions.
This a costly practice that will only cause these businesses to fall further and further behind, while their competitors receive regular updates to all of their solutions, continuing to operate around the efficient, structured coordination that a CCM solution allows their organization.
Never Too Late
Of course, it’s to the benefit of any company to adopt a CCM solution as soon as possible. But it’s also never too late.
The benefits of Customer Communications Management (CCM) can be applied to many organizations in a number of unique ways, but in every way, it saves on expenses carried by legacy systems, and contributes new revenue streams with internal collaboration and outbound communication that no other systems can offer.