Have you noticed that your customer retention rate has gone way down in the past few months?
Are you worried about whether an unexpected new competitor could steal clients away from you?
Have you received customer feedback that leads you to believe your clients don’t feel valued, known on an individual level, or that they can’t seem to get an effective solution to their problems with your company?
If so, you need to improve your CCM strategy immediately.
But what does CCM stand for, and how can it help your company from going under?
In this post, we’ll fill you in on what CCM is, how it can help to improve your customer relationships, and what you should look for in an effective CCM system.
What Does CCM Stand For?
First, let’s answer the most basic question:
What does CCM stand for?
It’s an acronym for “Customer Communication Management.”
In a nutshell, it represents all the different ways that you communicate with your customers. This means through email, on your website, via snail mail, through different marketing channels, on social media, over the telephone—the list goes on.
The goal of an effective CCM system is to improve your overall customer communications no matter which kind of communication platforms you use.
A good CCM strategy ensures that all communications are effectively created, delivered, stored, and of course, opened by your customers.
You can use CCM to help customers to renew their subscriptions with your company, make sure they pay their bills on time, tell them about new products and services you’re offering, and above all, to meet any of their customer service needs.
But why is customer communication management so important, and how can it help to improve your business?
Let’s discuss that next.
The Benefits of CCM Systems
There are countless reasons why you need to consider investing in CCM software at your company.
After all, companies lose roughly $75 billion every year because of poor customer communication and service.
Let’s take a look at how CCM systems will help you to improve the customer experience and help you to shorten your overall buying cycle.
A Better Customer Experience
Did you know that about 86% of consumers say they’re willing to pay more if it means they receive a higher level of customer service?
While you certainly want to provide as much one-on-one attention to your customers and leads as possible, you still need time and resources to manage your business.
A good CCM software will do the heavy lifting for you by giving your clients personalized, real-time assistance on the communication channel that they prefer.
For example, it can keep records of the purchases clients have made in the past, so that you can recommend new products that are likely to interest them. It makes it easy for customers to engage with your content and provides answers to common questions—meaning that customers won’t need to reach out to you directly as often.
It ensures that, even if your customer needs to speak with multiple representatives, your customer service agents can learn about why they’re reaching out, any information past agents have collected, and where they are in the resolution process without having to start over every time the customer contacts you.
The right CCM system will even keep track of your clients’ preferred language, tone (formal or casual), and of course, the channel by which they prefer to be contacted.
A Shorter Customer Journey
It can be difficult to know exactly how many touches you need to make with a lead before they convert.
However, we all understand that you’d like to make your sales cycle as short and as effective as possible.
CCM software can help with that—by offering your clients more control.
Features like fillable and interactive documents and forms allow for seamless data collection and communication between you and your customers.
When you no longer have to manually collect important data from clients, the buying process is shortened. Plus, the right CCM software can also help you learn exactly where customers are getting lost on your website, so you can pinpoint the real issue and know when to provide assistance.
What to Look for in a CCM System
Now, let’s discuss what you should look for in an effective CCM system.
Personalized communications are especially important in today’s market.
Your customers want to be called by their names, to receive offers that will interest them as opposed to generalized mass mailings, and to feel like they’re a priority to a business.
A good CCM system helps you to know what to send customers based on their demographics, buying and account history, average spending, and even the time of day when they’re most likely to respond.
Additionally, look for a system that allows omnichannel communication—the ability to speak with customers seamlessly across multiple channels, and that can pick up where they left off in the customer journey no matter which channel they’re using.
Ready to Improve Your Customer Communication Management?
Now that you can answer questions like, “What does CCM stand for?” and understand why it’s such an important part of your business, it’s time to find a system that works for you.
That’s where we come in.
Our incredible CCM software offers personalized, omnichannel communication, workflow management, and even assists with batch communication delivery.
Our system helps you to not only understand your clients’ needs and preferences but also allows you to evaluate how effective your current communication strategies are.
We also make it possible for you to provide customers with fillable online forms, interactive documents, automatic payments, and much more.
Click here to download our CCM buying guide, and learn more about the Ecrion difference.