Customer relations are the topic of the moment. In order to better understand what the solutions provided for this purpose consist of, Archimag has just published a 100% free supplement entitled “Customer communication management : what solutions for what uses ? ».
In all sectors, the health crisis has disrupted the working habits of professionals, and particularly in their relationship with customers. This transformed their relationships, from loyalty to the customer experience itself. In this context, companies must react and find a way to keep the human element in the relationship, while providing an optimal experience to their customers. And that's why, the main watchword is trust. Pillar of customer relations, the CCM platform (Customer communication management) is then much more than a means of disseminating a document or information. It allows you to design and manage customer communications using reliable tools, meeting business objectives.
Omnichannel trend, hybrid customer communication
According to a survey conducted by Archimag from January to March 2022, the main modes of communication between organizations and customers, patients or citizens would be shared between the email (94 %), phone calls (74 %) and paper documents (53 %). So many different channels used to circulate information and which make CCM platforms essential for the sustainability of organizations. Relations with customers or users must involve personalized conversations and interactions., to ensure their loyalty and not lose their interest. To a lesser extent, however : it is not a question of drowning the customer under a ton of emails intended for his attention, but to know how to offer them the right channel at the right time. Well exploited, CCM solutions ultimately make it possible to combine and rationalize the right channels.
A customer listened to = guaranteed success
Too many organizations still focus on data collection rather than data security, and on customer acquisition, instead of focusing their attention on loyalty. However, it is much more complicated and costly for a business to attract a new customer than to retain an existing one. Not to mention that loyal customers spend more. So, instead, organizations should focus on improving the management of the data they already have, and exploit them in order to interact more with their customers, actively listen to their expectations and create a connection.
THE LATEST ARCHIMAG SUPPLEMENT DEDICATED TO CCM
Rich in lessons, this free document is enhanced with advice from experts with perfect knowledge of the issues facing organizations in all sectors. Representatives of data flow management companies, IT consulting and digital services Compart, Inetum, ISIS Papyrus, Quadient, the MEG group and Tessi take the floor to better understand the issues surrounding customer relations and, Above all, detail their CCM software.
