What is CCM?

Definition of Terms

CCM

CCM, or Customer Communication Management, is a broad term that describes the creation, delivery, storage, and retrieval of outbound communications, including those for marketing, onboarding, new product introductions, renewal notifications, claims correspondence and documentation; and bill and payment notifications.

These personalised documents or communications can be sent via a diverse range of digital and analogue channels including print, email, SMS, web, interactive documents, and more.

In recent times, CCM vendors have embraced ‘engagement; and Customer Experience, as part of omni-channel communications management. Some CCM vendors have re-branded from CCM to CEM – Customer Engagement Management – and CXM – Customer Experience Management.

ECM

ECM, or Enterprise Content Management and the newer term, ‘Content Services’ refer to a broad spectrum of processes, tools, and strategies to manage content in an organisation. Document Management (DM) is still commonly used but has been subsumed by the larger content management terminology.

Gartner declared the death of ECM in 2017, replaced by Content Services – a lens more focused on strategy than technology, leveraging an open, microservices approach to address federated content management and service requirements for business/divisions.

IPV

Interactive, personalised videos allow you to engage with your clients when, where and how they want. IPV can elevate a good customer experience into a great one, boosting conversion & loyalty rates by informing and educating with the power of sight, sound and motion. As video becomes a preferred channel, IPV allows you to create personalised experiences, together with data collection inside the video experience. Perfect for applications such as Onboarding, Explanation of Benefits (EOB’s), Claims and Statement/Insurance Policy explainers.

	Video accounted for 80% of web traffic by 2019 – Cisco
	64% of marketers expect video to dominate their future strategies – Nielsen
	70% of customers view brands more positively after watching interesting video content – Axonn

CJM

CJM, or Customer Journey Mapping, is a cloud-based journey mapping tool that combines the digital and physical touchpoints of a customer journey. You can connect various documents and communications – Welcome letters, contracts, quotes, emails and statements to every touchpoint in a customer journey; collaborate and analyse trends and then make changes to improve the customer experience.

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By choosing a CCM solution that’s developed in the cloud, for the cloud – one that leverages best practice in serverless computing – you can:

Benefit from a flexible cost model
Remove technical debt
Fuel the transformation of your customer experience (CX)
Consolidate on a single omni-channel platform
Meet rigorous information security standards of Confidentiality, Integrity and Availability

And last but not least you can free yourself from the daily grind of legacy systems, integrations, maintenance & infrastructure management.

Freedom from complexity. Freedom to create better customer experiences.