Converse and Engage

Articles covering the latest news and trends in the rapidly evolving worlds of Customer Experience and Customer Communication Management, and how businesses can build customer engagement.

5 Statements Your Invoices Make To Customers

invoices

It happens to us all, usually every month. Whether it comes to your mailbox or inbox, you’ll still end up getting it. A bill. Usually more than one, depending on the utilities you use, how many credit cards you have, etc. Think about how long you look over these statements. Some folks go over every line of every bill every time, and good for them. The average customer, however, spends less than five minutes looking over their statements. Sometimes, they only look to see how much they owe and that’s it. With that in mind, what kind of statements do your organization’s invoices make?

In theory, every invoice makes at least one of the following five statements. Regardless of the type, each invoice provides information and, if this is the only means of communication your company has with its customers, it’s worth taking a moment to see what pitfalls your organization might be facing.

3 Ways to Clearly Communicate Using CCM

communicate using CCM

Communication is the key to any successful business. The type of communication, however, plays an important part in whether or not it’s successful. Some of your customers want to hear from you on a regular basis, not just once a month when you send them a bill. For others, getting just the bill from your company is enough. Regardless of how you communicate with your customers, one thing is constant — you must be able to communicate with them clearly. One of the best ways to do that is to communicate using CCM.

Without clearly defined customer communications management processes, your company runs the risk of sending documents that will not only fail to appeal to your customers, but might fail to communicate your ideas clearly … if at all. With the right Customer Communications Management (CCM) solution, it becomes a lot easier to convey what your company actually means in a way that’s better received by your customers.

Poor Telecom Customer Communications Are Sinking Your Company

telecom customer communications

How comfortable are you with your telecommunications company’s customer approval rating? While it might be easy to pass off less than decent numbers as an anomaly, statistics don’t lie – telecom customer satisfaction is low, and continues to drop. As a result, your customers are bailing on you and signing with your competitors. Can telecom customer communications help?

Experts realize an even bigger issue is the quality of the customer experience. Poor telecom customer communications will always lead to negative customer experiences, which in turn leads to fewer customers.

EXPERT INSIDER: Customer Communications Workflow

customer communications workflow

Effective communication will reduce the friction experienced by your customers. But, your problem isn’t that you don’t want to communicate, it’s overcoming the challenges associated with implementing an effective communication process. That is what Ecrion’s products are all about.

Customer communications workflow is one of the cornerstones of our Ecrion product. They orchestrate the communication process, whether they are fully automatic, or they involve some manual steps. A fully automatic customer communications workflow applies for cases such as SMS notifications, while manual steps are used in workflows that include data entry or reviews.

5 Insurance Trends That Have Everything To Do With CCM

insurance trends

This year, as with every year in the world of insurance, has already brought new technologies, business practices, and government regulations — all things that directly impact the insurance industry. If your company hasn’t kept an eye on insurance trends and doesn’t have a solid customer communications management platform, it may already be far behind its competitors in the field.

New platforms are bringing together leading technologies to enhance your business communications processes with a modern standard of efficiency, even optimizing them for regulatory compliance and industry best practices.

Better Customer Communications Creates Better Revenue

better customer communications

As a businessperson, you’re always looking for more customers. The more customers, the better, right? It’s deeply ingrained thanks to years of school, training, and hearing your coworkers talk about it constantly. It’s not a bad thing, since having customers means your company is bringing in new revenue. Sadly, you might not fully realize how much your business could be saving – and making – just by employing better customer communications.

Ask yourself why, then, do so many organizations exhaust countless resources chasing those who might – or might not – become customers, when there is value right in front of them? All it takes is better customer communications.

The ROI of Customer Communications Management [Infographic]

CCM ROI infographic banner

Customer Communications Management (CCM) technology is meant to help organizations create, distribute, and manage omnichannel communications for greater customer satisfaction, improved operational efficiency, and lower costs. But what is the ROI of Customer Communications Management?

Two major concerns for all companies are time and money. Time wasted results in wasted money. Add to that sloppy or unprofessional customer communications and it’s not hard to imagine this type of company will have created a terrible customer experience. That leads to fewer customers, which leads to less money … and the circle of failure is complete. It doesn’t have to be that way.

When You Have Legacy Systems, Make Lemonade

legacy systems

Legacy systems carry with them a multitude of problems, including silo applications, redundant data fields, replicated business processes (e.g. from mergers), and dead-end roadmaps. While there are certainly replacements available, ripping out legacy systems is a risky strategy. That brings “change management” to the forefront of strategic planning. Change management is about keeping risk under control as process changes are implemented over time: It is time that carries with it opportunity costs, and it is often the case that change management comes down to a trade off between risk and lost time-to-market.

What if the value of legacy systems was leveraged rather than replaced? Ecrion Engage excels at integration, and can be used to mine the value from legacy systems, and from that, orchestrate the customer-centric journey that moves the KPIs in the right direction.