Creating an Optimized CCM Program
By Gina Ferrara
Developing an optimized customer communications management (CCM) strategy is like putting together a jigsaw puzzle—to complete the picture, all the pieces need to be interlocked together. When implementing a customer communication strategy, all of the necessary components need to be part of an integrated technology solution to successfully manage the communications lifecycle and enhance the customer experience. However, while technology is important, other factors are required for a successful CCM strategy.