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 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.

Using Customer Information for a Better Customer Experience

better customer experience

The most-savvy organizations are thinking about enterprise data differently and gaining a competitive advantage by combining workflows in different areas. By turning to innovative platforms that integrate advanced reporting and BI visualizations in new and logical ways, companies are utilizing the same enterprise data to dynamically populate communications and power BI analytics to create a better customer experience.

The real value of customer communications management (CCM) systems with integrated BI lies not only in the way outputs are created, but more so in the strength, accessibility, and impact your communications have both internally and externally.

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

roi of CCM

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.

How Customer Relationship Defines Your Business

customer relationship

A company is nothing without its customers, and so a company’s success depends on delivering more of whatever attracted the customer in the first place. In the past, a quality product or service might have functioned as the sole gateway to a long, healthy customer relationship. Today, successful engagement requires a company to run on all cylinders with stellar service, an engaging brand, and a personal touch.

Building advocates is more than a matter of getting people to stand by your product. CCM meets the need for your business to also connect to crowds and individual audiences. All of these are of utmost importance to customer advocacy and revenue growth, a powerful triad for business success.

Engage Makes IT and Operations Managers’ Jobs Easier (Infographic)

IT and Operations Managers

As IT and Operations Managers, you already know your schedule is full before you even get to work. If you’re not already busy updating servers, computers, and other things to keep your company up to date, you’ll more than likely answer dozens of calls, helpdesk tickets … it never stops.

What if there were something that could not only make your company better, but make your job a little easier as well? With Ecrion Engage, you no longer have to wonder if such a magical thing exists. Well, it’s not magic, but it is proven software that allows you to manage document production and distribution flow for your company.

Better Customer Engagement Creates Better Employee Engagement

better customer engagement

The success of your business relies on your customers. That’s easy to understand — no customers, no business. Better customer engagement helps to build a stronger relationship between your business and your customers. Did you know employee engagement is just as important as customer engagement?

There is a great deal of research to show how, no matter the industry, customer satisfaction is deeply connected to greater employee satisfaction, and vice versa. While there are a number of customer engagement solutions out there, they might not address the cornerstone of an engaging customer experience – that is, employees who know the mission, armed with the tools to accomplish a better customer engagement.

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.