Customer Communications Management (CCM) is the integrated set of solutions that is used to design, organize, distribute, and deal with customer interactions across the business. The structured Customer Communications Management process is scheduled to deliver consistent output as a part of service association. This type of process unlike the on-demand communication and interactive communication process runs in batches of large volumes and over fixed intervals of time at multiple frequencies. It is widely used in telephone bills, tax notices, and other financial statements. In structured CCM like these, the structure remains the same and the account data varies. The components of structured CCM solutions include document composition along with data extraction and printer management, as also data analysis along with portal technology. The data extraction software in structured Customer Communications Management benefits the organization by merging information from multiple sources and analyzing it to gain insights about individual customers.
Structured CCM solutions aid in creating personalized communications for customers by automating the process of content creation and its mass delivery in stacks and batches. The approach is only defined once and then the structure is repeated with little or no changes. The structured CCM solutions are comparatively low cost than on-demand and interactive solutions. These solutions also reduce the overall cost that is associated with producing documents and correspondence.
With structured Customer Communications Management, a consistent corporate image is generated and errors from manual intervention and workflow missteps are completely removed. Also, compliance or liability related risks are minimized to a great extent. Due to these reasons, structured CCM software is seeing growing demand from small and medium sized enterprises (SMEs) along with large banking and financial services sections. They are increasingly used for financial printing, and offset and digital print runs for marketing materials. The telecom and government sector is anticipated to grow in the forecast period owing to large number of quotations, invoices, contract documents, and customer letters, along with the BFSI sector.
To optimize the document related processes, it is essential to understand the CCM process that would best suit the need. A structured CCM process may not always be the best alternative and on-demand and interactive processes may provide an effective solution, in some cases. The structured solution when implemented suitably can provide enterprises a competitive edge in terms of customer communications.
The Structured Customer Communications Management market is segmented on the basis of size of the organization, delivery model, end-use industry, and geography. On the basis of organization size, the market is segmented into small and medium enterprises (SMEs) and large enterprises. On the basis of delivery model, the market is segmented into standalone and interactive. On the basis of end-use industry, the market is segmented into banking, financial services and insurance (BFSI), telecom, healthcare, government, manufacturing, and others. On the basis of geography, the market is segmented into North America, Asia Pacific, Middle East and Africa, Europe, and South America.
The major participants of the structured Customer Communications Management market include Adobe Systems Inc., Open Text Corporation, EMC Corporation, Xerox Corporation, Crawford Technologies, Oracle Corporation, Hewlett Packard Enterprise Development LLC, Newgen Software Technologies Limited, FCI CCM, Inc., Topdown Systems Corporation, GMC Software, Lexmark International, Inc., and Pitney Bowes Inc.
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