Capterra Glossary
Customer Communications Management (CCM)
CCM is a strategy for business communication with customers. It defines how businesses will contact their customers, when, and in which situations. It can cover marketing communication of all types, as well as documentation, contracts, emails, bills and invoices, and even blogs.
What Small and Midsize Businesses Need to Know About Customer Communications Management (CCM)
Having a consistent way to communicate with customers helps improve the overall customer experience (CX). Customers learn what to expect, they have clear channels via which they can connect to the business, and they can define how they want to be contacted. This, in turn, improves the brand reputation of the organization and increases the likelihood of growth.