CCM staat voor Customer Communications Management en is een strategische benadering om alle uitgaande communicatie van een bedrijf met zijn klanten te beheren en te optimaliseren. Het doel is om de klantbeleving te verbeteren door het personaliseren en stroomlijnen van berichten via diverse kanalen, zoals print, e-mail, SMS, portal, app of messaging kanalen.

Wat is het verschil tussen CRM en CCM?

Een CRM (Customer Relationship Management) systeem is ontworpen om alle interacties en relaties van een bedrijf met zijn klanten te beheren, gericht op het opslaan van klantgegevens en het (op)volgen van verkoopkansen en serviceverzoeken. Een CCM (Customer Communications Management), daarentegen, richt zich specifiek op het beheren en optimaliseren van uitgaande communicatie naar klanten. Een CCM wordt vaak gekoppeld met een CRM voor een optimale klantbeleving.

Kan ik een ERP of CRM (zoals SalesForce, MS Dynamics, SAP) koppelen met CCM?

CCM kun je koppelen met alle primaire bedrijfsapplicaties. Volgens onze visie krijg je vooral grip op al je klantinteracties door niet binnen ERP, CRM of andere primaire bedrijfsapplicaties communicaties te gaan beheren maar op 1 centrale plek in de organisatie. En van daaruit aan te sluiten op zowel communicatiekanalen als bedrijfsapplicaties.

Welke rol speelt CCM in de klantreis?

Een CCM is een onmisbare stap in de klantreis door op elk contactpunt gepersonaliseerde en relevante communicatie te bezorgen. Het zorgt ervoor dat klanten op het juiste moment de juiste informatie ontvangen via hun voorkeurskanalen. Hierdoor krijgt jouw klant een positieve(re) ervaring en helpt een CCM bij het opbouwen van vertrouwen en loyaliteit.

Wat is het verschil tussen CCM en CXM?

Met zowel CCM als CXM richt je je op het verbeteren van klantinteracties. Toch zijn er belangrijke verschillen tussen beiden. Bij CCM (Customer Communications Management) ligt de focus vooral op het optimaliseren van uitgaande communicatie naar klanten en op het automatiseren van communicatieprocessen met klanten. Begrijpelijke communicatie en snelle processen moeten zorgen voor gemak en minimale inspanningen van klanten maar ook interne medewerkers. Denk daarbij aan hoogvolume klantcommunicatie als contracten, polissen, correspondentie, facturen, notificaties en sms’en via kanalen als e-mail, print, messaging, apps of portals. CXM (Customer Experience Management) omvat veel meer en richt zich op het begrijpen, ontwerpen en verbeteren van alle klantinteracties. Binnen elke customer journey en via elk kanaal. Gewenste verbeteringen hebben een impact op medewerkers, processen en systemen en kunnen niet los van elkaar worden gezien. CCM zien wij dan ook als onderdeel van CXM. Elk klantcontact is namelijk een kans om de relatie te versterken.

Communicate in high volumes with Customer Communication Management (CCM)

Outbound communication in large volumes with Customer Communication Management (CCM).

At Dialog Group we believe that customer communication and good management thereof (Customer Communications Management or CCM for short) is still very important within companies that have many customers. But the world is changing quickly and digital channels are on the rise. Customer preferences for communication channels, offering messages in portals and notifications via emails or SMS are important. But of course we can also still offer communication in printed form, often due to compliance guidelines. How do you keep a grip on this outgoing customer communication and ensure the lowest conceivable (transaction) costs. Trust CCM and optimize your IT landscape.

Communicate in high volumes with Customer Communication Management (CCM)

Why CCM (Customer Communication Management)?

Flexible, cost-effective and scalable depending on the size of your organization.
Take control of your customer interactions and increase customer satisfaction.
Bring data together and make every customer communication clearer and more personal.
Give business employees more control and save time and resources with far-reaching automation.

What customers say

Dialog Group recognized on Aspire Leaderboards

We are very proud of this recognition!

Analyst firm Aspire places Dialog Group on its leaderboards for Customer Communications Management (CCM) and Customer Experience Management (CXM).

Frequently asked questions about Customer Communication Management (CCM)

What is CCM?2024-10-03T10:15:15+02:00

What is CCM?

CCM stands for Customer Communications Management and is a strategic approach to managing and optimizing all of a company's outbound communications with its customers. The goal is to improve the customer experience by personalizing and streamlining messages via various channels, such as print, email, SMS, portal, app or messaging channels.

What is the difference between CRM and CCM?2024-10-03T10:15:22+02:00

What is the difference between CRM and CCM?

A CRM (Customer Relationship Management) system is designed to manage all of a company's interactions and relationships with its customers, focusing on storing customer data and tracking sales opportunities and service requests. A CCM (Customer Communications Management), on the other hand, focuses specifically on managing and optimizing outgoing communications to customers. A CCM is often linked to a CRM for an optimal customer experience.

Can I link an ERP or CRM (such as SalesForce, MS Dynamics, SAP) with CCM?2024-10-03T10:15:08+02:00

Can I link an ERP or CRM (such as SalesForce, MS Dynamics, SAP) with CCM?

You can link CCM with all primary business applications. According to our vision, you get a grip on all your customer interactions by not managing communications within ERP, CRM or other primary business applications, but at 1 central location in the organization. And from there it can be connected to both communication channels and business applications.

What role does CCM play in the customer journey?2024-10-03T10:15:30+02:00

What role does CCM play in the customer journey?

A CCM is an essential step in the customer journey by delivering personalized and relevant communications at every touchpoint. It ensures that customers receive the right information at the right time through their preferred channels. This gives your customer a more positive experience and a CCM helps build trust and loyalty.

What is the difference between CCM and CXM?2024-10-03T10:13:36+02:00

What is the difference between CCM and CXM?

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.

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