Every customer interaction matters. To remain competitive in a complex digital world, you must deliver an exceptional customer experience, across all devices. The customer communications management (CCM) product you purchased 5 years ago may have been suitable then, but chances are it isn’t keeping pace with your needs - making it tough (and expensive!) to compete.
8 signs your CCM product is no longer working for you:
1. Innovation turns to stagnation.
With the rate at which consumer tech is evolving, 3+ years is a LONG time to wait for new features and functionality. If you’re failing to deliver communications how, when, and where your customers want it, they will take their business elsewhere. When innovation turns to stagnation, your CCM product is leaving you vulnerable to the competition.
2. Compilation is cumbersome
Does your design team spend hours compiling and proofing communications for every channel? You may be waiting over an hour for something GMC Inspire™ does on the fly. If your team is wasting countless hours compiling communications when their time would be better spent elsewhere, your CCM product is no longer working for you.
3. Omnichannel oblivion
Your customers expect a seamless experience, regardless of their channel preference. But many CCM products are stuck in the print age and can’t deliver a true omnichannel experience. To fill in the gaps, you’re wasting valuable time and resources – and your digital communications are still falling flat. If your CCM product doesn’t deliver a single omnichannel design for proofing and signoff, it isn’t working for you.
4. The merger got messy
You may have purchased your current solution from a big company, and it may have been the best choice—at the time. But big companies tend to grow by acquisition. Instead of a seamless end-to-end solution, you’ve found yourself with a mishmash of technology and an endless list of technical support numbers. If your CCM product isn’t fully integrated and easy-to-use, it’s no longer working for you.
5. Specialized skill sets (should not be) required
Customer communications isn’t rocket science. But many CCM products require highly specialized skill sets, and different products are required to create communications for mobile, email and print. With GMC Inspire™, business users can be trained in just hours and will start producing omnichannel communications within days – all on one simple user interface. If your CCM product is draining your training and headcount budget, it isn’t working for you.
6. Maintenance $ mismanagement
Concerned about where your maintenance dollars are going? Your CCM provider may have you wondering why your money is going toward questionable prime-time television ads instead of software improvements. If your current CCM provider is mismanaging your maintenance dollars, it’s time to take your business elsewhere.
7. You’re on a journey to nowhere
When a technology provider can’t decide what market they’re in, enterprises begin to question their dependability. What if your CCM providers’ next customer journey doesn’t include you? If you’re not confident your CCM partner will continue to support your product 5 years down the road, it’s time to explore other options.
8. Integration complication
Some CCM products require you to transform your data into an XML file before you can begin a job – wasting valuable time and resources. Integrating with all of your existing legacy systems, GMC Inspire™ allows you to go from concept to design without the ETL project. If your team is burning countless hours extracting, transforming and loading data before every customer communications project, your CCM product is no longer working for you.
If you can relate to any one of these scenarios, let us show you more with a risk-free demo. Ask questions, make us go off script. We have nothing to hide, and you have everything to gain. Call us today and join the CCM revolution.
