By now, we all know that customer experience (CX) is a major business differentiator. Particularly in crowded markets, businesses that focus on the customer can gain an advantage. But did you know that 90% of people in the US use their smartphones for banking, checking statements and balances, and making payments? So, as more and more customers move to using mobile devices in place of computers, companies need to adapt.
Actively managing preferences for customer communications started in the early 2000’s with companies promoting electronic delivery (eDelivery) of statements, bills and explanation of benefits to reduce their print and mail spend. Since then, companies and consumers have been operating in a hybrid analog/digital world. For example, it wasn’t uncommon for companies to print and mail customer communications, fax them when requested, and email them too.
It’s often said that any discussion of commercial software must include the cloud computing discussion. Let’s take a look at why this makes sense and review the advantages of cloud computing, particularly for CCM producers.
Crawford Technologies and Nuxeo, a leading enterprise Content Services Platform (CSP) have developed a new reseller partnership and platform integration that gives Nuxeo the ability to provide organizations a seamless way to move high-volume transactional documents and associated customer communications, regardless of format, into the Nuxeo CSP.
“If it ain’t broke, don’t fix it.”
How many of you have taken that approach with a home project when money is tight and don’t have the time? Why meddle with something that is working “OK.”
This is a question on the mind of governance groups everywhere, and the reality is that many organizations still have gaps when it comes to securing their data and documents once they leave the control of IT managed systems and processes.
Look at any modern archive or enterprise content management system and it will include the concept of an Archival Information Package. In legacy archives the concept of an AIP was usually synonymous with a batch – for example an application might generate a file contain several thousand data records (customer statements) and this package of digital documents would be loaded into the archive in one go. In modern ECM systems AIPs are often smaller units, for example a case file related to specific customer activity that has now concluded.
As organizations continue to redefine internal and customer driven requirements for enterprise content systems, the importance of managing and delivering digital content has driven decision making and has influenced the move away from traditional content management systems.
This is a question on the mind of governance groups everywhere, and the reality is that many organizations still have gaps when it comes to securing their data and documents once they leave the control of IT managed systems and processes.
For years, decades really, legacy solutions have dominated the document storage and retrieval arena for customer communications management (CCM) documents. Although domination of this niche market seems to be changing, I think it’s important to fully understand what CCM means in this context.
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