Transforming Output Into Customer Communication
1 like384 views
The document discusses customer communication management (CCM) and how it allows businesses to take control of customer communications by integrating legacy output systems, managing communication profiles and rules, and ensuring the right message, content, channel, and brand based on factors like the sales channel, customer, and output type. CCM is likened to having control of the "ball" in soccer in order to win, and playing soccer in ballet shoes as a metaphor for businesses properly equipping themselves for customer communications.
Transforming Output Into Customer Communication
- 1. WC 2010 South Africa
- 2. Youve got to have the ball in order to win
- 3. 2010 Global Document Conference and Vendor Forum Tampa Bay, Florida Transforming Output into Customer Communication Jeroen Huinink Aia Software Xplor速 is celebrating our 30th year with the best value and program in the electronic document industry!
- 8. Mailroom
- 10. IT department
- 12. Business
- 14. Organization
- 16. Business agility
- 17. about business users & customers
- 21. Customers
- 22. Customers
- 30. Legacy
- 31. Service oriented
- 32. Hard work
- 33. Customers
- 35. about message, content, channel, layout and brand
- 36. Message
- 37. Channel
- 38. Brand
- 39. Content
- 40. Layout
- 42. message + channel + brand = content + layout
- 44. Interactive
- 45. Batch
- 46. On demand
- 48. Interactive = communication On demand = communication Batch = communication
- 49. about communication profiles: rules & preferences
- 50. Compliance
- 51. Organization
- 52. Document type
- 53. Sales channel
- 54. Brand
- 55. Agent
- 56. Customer
- 57. Output channel
- 58. Message profile Sales channel profile Product profile Channel partner profile Customer profile Output channel profile
- 60. about metaphors
- 61. Youve got to have the ball in order to win
- 62. CCM is about customer relationship management
- 63. CCM is about integrated legacy output
- 64. CCM is about message + channel + brand = content + layout
- 65. CCM is about interactive on demand batch
- 66. CCM is about communication profiles: rules & preferences
- 67. Business managed
- 68. CCM is about putting the business in control over customer communications
- 69. Its very hard playing soccer if youre wearing ballet shoes.