Customer communications management (CCM) software provides companies with a single view of customer interactions across multiple channels. Whether the contacts come from phone calls, emails, social media, or other channels, customer communications management tools maintain a clear record of all relevant data. CCM tools are critical to providing consistent service across all dealings and channels, given that multiple departments and job functions interact with customers.
Customer communications management tools share some characteristics with marketing account management software, such as data quality, automation around the segmentation and delivery of communications, and the creation of landing pages. However, customer communications management is more tightly focused on the delivery and exchange of information, rather than the outcomes, and provides more value around inbound communications.
To qualify for inclusion in the Customer Communications Management category, a product must:
Provide comprehensive records of every customer interaction
Track inbound and outbound communications
Unify contact records from multiple communications channels
Allow assignment of customer contact-related tasks to employees
Integrate with the company’s systems of record and engagement
