InfoTrends Expands Ultimate Guide Online, Adds Customer Communications Management

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InfoTrends has expanded its Ultimate Guide Online platform by replacing and expanding the Enterprise Transpromo guide with the Customer Communications Management (CCM) guide to better reflect ongoing trends within this market.

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InfoTrends has expanded its Ultimate Guide Online platform by replacing and expanding the Enterprise Transpromo guide with the Customer Communications Management (CCM) guide to better reflect ongoing trends within this market. The Ultimate Guide Online is a series of databases utilized by savvy print and marketing service providers, enterprises, and other industry organizations to compare hardware and software before making their investments. The Ultimate Guide to CCM provides in-depth information, encompassing both document composition and automation/interactivity features, for leading CCM solutions in the market today.

What is CCM?
Customer Communication Management is creating a standardized process across the enterprise for sending targeted communications to customers across many channels. CCM’s origins can be traced back to the IT department that was responsible for managing transactional data hosted on mainframes but now extends into marketing, service, and other departments within the organization.

Modern CCM solutions support strategies and technologies that enable the creation, administration, production, and fulfilment of data-driven, multi-channel communications. Communications can be produced in a scheduled or structural way (e.g. monthly invoices, annual statements, etc.), triggered on-demand by sales agents or customer service representatives (e.g. welcome kits, insurance proposals, claim processing, etc.), or interactively by the client submitting a request for information through online or mobile interfaces.

Need for Customer Communications Management (CCM)
Digitalization, the Internet, and the rise of a mobile society are empowering consumers at levels not seen before. Consumers today have options for when and how to engage with enterprises across various online and offline channels. Optimizing the customer experience and taking a customer-centric approach are therefore crucial strategic elements for maintaining and growing the customer base and increasing the lifetime value per customer across all customer segments. Having the right CCM practices is crucial for enterprises as it will increasingly determine the success of their business. According to David Stabel, Associate Director for InfoTrends’ Production Workflow & Customized Communications Services, “As enterprises continue to align their organizations to follow best practices, and focus their efforts on the customer experience, they will seek solutions that are able to accommodate a variety of communication applications and channels.”

Another market force that is putting a strain on enterprises is the continuing impact of the recent financial crisis. Changing regulations are placing compliance and government burdens on enterprises. The right CCM solution will allow them to respond quickly to regulatory changes, streamline their operational activities across the whole organization, and save costs by improving their efficiency and effectiveness.

How to Get Started
Individuals interested in learning more about the Ultimate Guide to Customer Communications Management can sign-up for access at http://ultimateguide.infotrends.com.

Ultimate Guides are currently available for:

  •     Digital Cut-Sheet
  •     Digital Label and Packaging
  •     Digital Roll-Fed
  •     Wide Format Printing
  •     Multi-Channel Communications
  •     Print MIS
  •     Variable Data Publishing
  •     Web-to-Print solutions

Companies interested in enterprise-wide access to the new Ultimate Guide can contact Keith LaVangie at +1 781 616 2132 or keith.lavangie(at)infotrends(dot)com.

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Scott Phinney
InfoTrends
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