The recently conducted and published market analysis report titled Insight Into Customer Communication Management (CCM) and the latest trends from Montreal-based CCM solutions provider Objectif Lune, highlights the importance of the customer who must be at the centre of strategic decisions, and “the concrete methods businesses can use to satisfy customer demands through targeted, personalized digital communications.” The final goal, said the company, is to reduce costs and increase productivity and revenue. It added that the current economic environment, along with the increased competition most businesses are experiencing today, has given power back to consumers. Customers have the final say and are no longer at the mercy of businesses. In fact, says the study, the opposite is happening as customer loyalty becomes harder to gain and retain. “The customer must therefore be placed at the centre of decisions, and businesses need to adopt strategies based on customer expectations,” said Objectif Lune. “Creating an excellent customer experience is no longer an option. Great customer experience is a key sustainable competitive advantage and differentiating factor in keeping your customers and achieving concrete financial results.”
The company added that one of the main issues when it comes to CCM is the emergence of the digital world and its almost ubiquitous presence in consumers’ daily lives. Customers expect digital communications from businesses, regardless of whether the messages are transactional or promotional. “Customers are connected, and businesses should be too in order to maintain their competitive advantage.” Another important factor in customer communications (and for the optimal customer experience) is personalized communications. “When businesses personalize their communications, they create more opportunities for attracting customers’ attention, and ultimately, driving sales.” But, the technology must enable them to succeed.
Unfortunately, many businesses are not able to implement a successful CCM strategy. They are often faced with rigid systems that don’t interact with each other and that keep their data captive (which becomes detrimental both in terms of flexibility and customer experience). “For many businesses, customer communications management is still a very complex issue,” said Objectif Lune. “Fortunately, the tools do exist, and Objectif Lune offers simple and affordable solutions to help businesses resolve their CCM issues.”
To download a free copy of the report Insight Into Customer Communication Management, please visit http://blog.objectiflune.com/try/insight-into-customer-communications-management/.
Objectif Lune releases free report on customer communications management
