Converse and Engage

The Ecrion Blog

CCM, Customer Engagement, Omnichannel

Omnichannel or Multichannel Platform: What’s the Difference?

Posted on by Will C. Franklin
omnichannel
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.

Continue reading →
Best Practices, CCM, Customer Experience

Personalizing Customer Communications Brings Business Success

Posted on by Will C. Franklin
personalizing customer communications
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?

Continue reading →
CCM, Customer Experience

5 Key Benefits of CCM Software

Posted on by Will C. Franklin
ccm software
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.

Continue reading →
Best Practices, CCM, Customer Experience

What’s the REAL Value of Customer Satisfaction?

Posted on 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.

Continue reading →
Best Practices, Business, CCM

What is a Strategic Communications Plan?

Posted on by Will C. Franklin
strategic communications plan
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.

Continue reading →
Best Practices, CCM, CRM

CRM and CCM: What’s the difference?

Posted on by Will C. Franklin
crm
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.

Continue reading →
CCM, Insurance

Why Is Insurance Technology So Important?

Posted on by Will C. Franklin
insurance technology
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.

Continue reading →
Best Practices, CCM, Customer Experience

What is Customer Communications Management?

Posted on by Will C. Franklin
customer communications management
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.

Continue reading →
Best Practices, CCM, Legacy Systems

Legacy Systems: Don’t Fear Customer Communications Migration

Posted on by Will C. Franklin
customer communications migration
08
Jun

When it comes to change within a business, a small minority will embrace it, arms outstretched as if preparing to hug a long lost friend. For everyone else, the thought of changing something — such as customer communications migration — can bring chills, heart palpitations, and headaches. What will change? How much will it cost? How long will it take to change? How will this affect my department? And, the big question: How will this affect me?

Any of this sound familiar? It should come as no surprise, then, that the mere thought of migrating from a legacy, or antiquated, customer communications system to a modern, digital solution can start the beads of sweat racing down your face.

Continue reading →
Business

GDPR: What It Is and What It Means for Your Organization

Posted on by Will C. Franklin
gdpr
24
May

Due to the increasing amount of privacy concerns for users, the EU in 2016 decided it was time to replace its outdated Data Protection Directive with GDPR, giving organizations two years to get everything in place.

GDPR was put in place to protect the personal data of users living in an EU country. Once the law hits the books, companies around the world have to follow the regulations when it comes to residents or those living within the EU. Failure to comply can result in lofty fines.

Continue reading →