A few weeks ago, I went to my local grocery store on a mission for cake. As I was browsing around the case, I noticed a table off to the side where they had individually packaged pieces. Enticing, I thought, but I needed enough cake for 8 people and buying a whole cake was not only easier but actually more cost effective. I made my selection and headed towards the checkout counter.
While standing in line, I couldn’t help but think about the similarities between my cake purchase and the many components that need to come together to create seamless, unified communications between large enterprises and their customers. These components should include:
- The ability for business users to access data easily
- Tools for content management and composition of communications
- Multichannel delivery preference
- Response capabilities baked right into your communications
- A digital archive where communications can be accessed with ease
Having these different “pieces” (in keeping with the cake theme) come together seamlessly is a significant challenge for many large organizations. The cost for repeat implementations and customer churn can add up very quickly if not done correctly and efficiently. Regardless of what state your current customer communications currently are in, there’s a chance that the constant change in customer expectations and advances in technology have made that system incapable of reaching your company communications goals.
Here are a few things to consider when evaluating options:
- Reliable Solutions for your communications needs
- Ease of content and workflows management
- Scalable technology
- Multi-Channel delivery capabilities
- Hidden costs
As you can imagine, implementing a complete customer communications management (CCM) solution internally can be tough. There are trusted solutions providers who specialize in CCM, but how do you know what to look for in an outsourced partner? This white paper, "An Outsourcing Revolution," will cover the obstacles of outsourcing, the benefits, pitfalls to avoid and tools for building an effective partnership with a solutions provider.