Centralized View is Essential
Most organizations manage an overwhelming array of customer communications. Everything from monthly marketing campaigns, renewals, bills, statements and notices, to social media, mobile communications, the web, and more, are now part of a customer communications management mix that is growing in both volume and complexity. It can be difficult to keep up, especially as needs for cost containment become more pressing and competition for customer attention becomes more intense. As a result, Cloud-based Customer Communications Management (CCM) has risen to the top of strategic agendas for organizations in all industries and market sectors.
One reason organizations struggle with CCM is the fact that most do not manage their customer communications centrally; aspects surrounding design, content; production and strategy are often isolated in pockets of technology, people and process. This can result in redundant systems, disconnected stakeholders, and a process that makes it virtually impossible to effectively control and optimize branding, messaging, and campaign strategy.
While many tools and solutions exist that address the technological aspects behind CCM, what is needed most is a holistic strategy and platform that brings all the moving parts together. Indeed, one of the fundamental values of adopting a Cloud Customer Communications Management philosophy is that it provides a vehicle for centralized strategic planning and implementation, as well as technical control over the communications themselves. Significant operational savings can be achieved by investing in Cloud CCM, but extended value lies in the ability to design and implement customer communications strategies that optimize both revenue growth and customer experience overall.
Drive Customer Value & Experience
Ultimately, the goal of Cloud CCM should be to improve the lifetime value of each customer, but how do you do it? One way is with 366° Degrees℠ from OMI. We provide a single platform to manage all of your customer communications no matter what form they take. You can easily reach across communication channels in social media, mobile and online formats and then quickly analyze the effectiveness of those customer connections. More than that, you’ll have all the resources you need to do things like message personalization, target segmentation and in-depth campaign analytics. Find out more today.