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.

What is a Strategic Communications Plan?

strategic communications plan

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.

CRM and CCM: What’s the difference?

crm

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.

Why Is Insurance Technology So Important?

insurance technology

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.

What is Customer Communications Management?

customer communications management

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.

Legacy Systems: Don’t Fear Customer Communications Migration

customer communications migration

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.

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

gdpr

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.

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.

“Less is More” When It Comes to Implementing a CCM Solution

implementing a ccm solution

An end-to-end CCM solution gives your company the ability to create, generate, and deliver many different types of personalized documents — millions of copies per day in dozens of different formats — via all possible electronic and traditional mediums … using just one single platform. Think about it, one platform that compiles all of your customers’ data and creates unique documents for each one.

In the past, your company might have thought it needed a lot of different pieces in order to have any semblance of decent customer communications. It’s time to shed that mentality and go with a “less is more” approach to implementing a CCM solution.

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.