Category Archives: Best Practices

What is Customer Experience Management?

what is customer experience

Seems like a simple enough question, right? What is Customer Experience Management – or CEM for short? The customer experience is paramount in any industry. If you don’t have customers, you don’t have a business. Again, simple. But what is customer experience management?

A happy and engaged customer is one who will stay with your company longer, spend more, and help you gain new customers through word of mouth. If you provide a poor customer experience, you won’t have many customers for long. In fact, 44 percent of customers take their business to the competition due to a poor customer experience.

5 Automated Document Generation Trends You Should Know

automated document generation trends

It should come as no surprise to you that your customers are in the driver’s seat of change. If they want something quicker and faster, your company needs to find a way to meet their needs. Otherwise, your customers will look for another company. This is why automated document generation trends are important.

Learning the latest in automated document generation trends means your business is trying its best to keep up with the ever-changing times. It also means your company is doing what’s best for its customers. After all, landing a new customer costs anywhere between five and 25 times more than retaining existing customers.

What is Document Automation?

document automation software

Believe it or not, it’s not a trick question. Document automation is simply the act of automating documents. Simple, right? Well, there’s a little more to it, but that is the gist. The question you should be asking right now is ‘How can using document automation save my company money?’

Take a moment to think about all the documents your company creates each day. How about each month? Each year? It adds up, doesn’t it? Each document contains information either about your customer or for your customer – or both. The content on those documents (invoices, marketing material, etc.) has to be added somehow.

There’s a strong chance, if you’re reading this, that the information is added manually, meaning someone – or even multiple people – who work for your company spend their time and effort typing in numbers, addresses, figures, and more. With document automation, your employees can spend their time doing other work instead of wasting it with manual data entry.

Personalizing Customer Communications Brings Business Success

personalizing customer communications

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?

What’s the REAL Value of Customer Satisfaction?

what is the value of customer satisfaction

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.

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.

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.

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.