Services -> BPO
Published: September 2009
Effective customer communication boosts customer loyalty, ensures brand and regulatory compliance, reduces environmental impact and helps control a range of costs such as reductions in IT maintenance, printing, call centre operations and postage. However, most organisations take a fragmented approach to managing enterprise customer communications using outdated technologies which are not consistent across the range of media channels that people use today. Quocirca's report examines how a CCM strategy can transform the impact of customer communications at every customer touch point, controlling cost, driving operational efficiencies and building customer loyalty.
EXECUTIVE SUMMARY Clear, effective and relevant communication is critical to building trusted and long-term customer relationships, yet many organisations-both private and public sector-struggle to manage and deliver consistent and cost-effective communications across today's multitude of media channels. This leads to poor branding, compliance issues, higher customer care costs and, ultimately, customer attrition. An effective CCM strategy overcomes these challenges through a unified approach to the creation, management and delivery of multichannel, interactive customer communications.
Conclusion The negative impact of irrelevant and unclear communications cannot be underestimated. As customer interactions across media channels continue to grow, a disjointed approach to communications will have profound consequences for any business in the form of higher costs, customer loss and brand damage. Those businesses that stay ahead of the competition will be those that develop a good CCM strategy that coordinates multichannel communications, empowers business users and provides a rapid return on investment. Businesses that do will reap the benefits of lower costs, improved efficiency and greater customer loyalty.
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Published by: electronicdawn Ltd.