Customer Communications Management (DOCCM) Maturity Assessment Framework
introduction to the topic
First impression can have a lasting effect! In today's world, content is not enough. It is the context of content that drives the initial decision making process for any prospect and even goes to the extent of influencing customer loyalty in times to come. With the changing consumer behaviour, people today want quick access to relevant information and that too on various mediums apart from web such as mobile, faxes and tablets. The key lies in specificity and personalisation. Not only this,
- Customer communications are a crucial marketing and communication mechanism for organizations to reach out to their clients, improve customer retention, boost brand power and increase revenues through customer acquisition
- A sizeable amount of the CIO's budget is allocated to operational expenses, infrastructure costs and direct expenses towards fulfilment of customer communications.
- Most organizations have an IT Infrastructure and Customer Communication application & process landscape that leaves a lot to be desired in terms of operational efficiency, compliance and cost effectiveness
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