With both CCM and CXM you focus on improving customer interactions. Yet there are important differences between the two.

At CCM (Customer Communications Management), the focus is mainly on optimizing outgoing communication to customers and on automating communication processes with customers. Clear communication and fast processes should ensure convenience and minimal effort from customers but also internal employees. Consider high-volume customer communication such as contracts, policies, correspondence, invoices, notifications and text messages via channels such as e-mail, print, messaging, apps or portals.

CXM (Customer Experience Management) encompasses much more and focuses on understanding, designing and improving all customer interactions. Within every customer journey and via every channel. Desired improvements have an impact on employees, processes and systems and cannot be viewed separately. We therefore see CCM as part of CXM. Every customer contact is an opportunity to strengthen the relationship.