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 fully connected interactions are the foundation of customer experience (CX), prompting a recent increase in CCM software popularity, as CX is now key to competitiveness.
Yet while new players enter the CCM market and existing providers accelerate innovation to capitalize on the rising demand, others are failing to keep pace, leaving their customers frustrated and vulnerable as they continue to rely on error-prone, manual processes and inflexible workflows.
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 future risk assessment. Migration may seem scary, but staying with a CCM provider that's draining IT resources and limiting CX transformation is far more dangerous. Making the decision to switch providers requires careful consideration though and assessment against critical determining factors.
To help you decide if you should stay the course or explore new options, we've compiled the five signs of a CCM platform that's reached the end of the road.
Download a complimentary copy of the Guide to determine whether your CCM is:
- Delivering adequate return on maintenance (ROM)
- Investing in a product roadmap to keep you competitive
- Strategically focused on growing within the CCM market
- Staying at the forefront of CCM-to-CXM transformation
Don't ignore the warning signs! Assess your platform against the five signs of CCM decline.
