Revision of The Five Signs Your Customer Communications Management Platform is No Longer Serving You from Tue, 09/05/2023 - 02:12

The Five Signs Your Customer Communications Management Platform is No Longer Serving You

The Changing State of Customer Communications Management

Customer communications technology is evolving faster than ever. While once used to generate mass volumes of printed documents for the sole purpose of conveying critical business information, today, enterprises are using Customer Communications Management (CCM) software to drive the complete lifecycle of pre- to post-sale customer engagement. Customer communications have shifted from isolated documents to connected interactions that form a business's customer experience (CX), prompting a recent increase in CCM software popularity as CX is now critical to customer loyalty.

Yet while new players enter the CCM market and existing providers accelerate innovation to capitalize on the surging demand, others are failing to keep pace, leaving their customers frustrated and vulnerable to the competition.

Assessing the Long-term Viability of Your Legacy System

If you've been experiencing challenges with your current CCM provider, but have remained with them to avoid the cost and complexity of migration, then it may be time to conduct a sustainability assessment. Migration may seem daunting, but staying with a CCM provider that's draining internal resources and limiting CX transformation—or worse—gradually approaching the end of support, is far more dangerous. Making the decision to switch providers isn't easy though. It's a decision that requires careful consideration and thorough assessment of all factors.

To help you determine if you should stay the course or explore new options, we've compiled the five signs of a CCM platform that's reaching the end of the road.