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.

The ROI of Customer Communications Management [Infographic]

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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

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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.