Сustomer-centric strategies dominate the post-internet world. It's not enough to offer a great product or service anymore. As our expectations of modern-day businesses grow, so do our expectations of how they treat their customers. Four out of ten customers would not recommend a company if they had a poor experience.
Hence, a calculated customer management strategy is something that you'll always have to keep on top and enhance. However, the truth is that customer communication management is more complicated than you might think.
This article explains why you need to improve your company's customer communication and how to get started.
What is Customer Communication Management?
Customer communication management (CCM) is a business practice that focuses on how companies interact with their customers. It covers everything from how often a company should communicate with its customers to handling customer feedback. It also involves maintaining a positive customer experience through active engagement with customers on multiple channels.
In simple terms, customer communication management determines what messages a company sends and how customers receive them. It is a set of practices that aim to reduce the friction in the customer journey and make it as smooth as possible.
5 Reasons Why You Need Customer Communication Management
The average consumer uses multiple channels to communicate with brands. Similarly, businesses invest in social, SMS, phone calls, direct mail, and emails to reach out to their customers. As you may have guessed, bringing all these communication channels under one roof is not easy. Especially, if you combine online and offline touchpoints.
A streamlined customer communication system can do the job. However, if you do not already have a strong customer communication management strategy, you will need some strategic planning first. Once you plan and implement customer communication management, it will bring the following benefits:
1. Improve Customer Satisfaction
Customer communication management gives you control over customer interactions and supplies valuable information about consumers.
Whether you deal with customers directly or other business owners, it's necessary to understand your customers' persona, what they want, and how they feel. Otherwise, you won't be able to meet their needs, which inevitably harms satisfaction rates.
Apart from being a way to convey information to customers, communications also allow you to collect feedback. Thanks to this, you can learn what bothers your potential and existing customers and make informed changes in your business strategies.
2. Gain Efficiency Through Automation
Companies face a never-ending stream of new challenges as they grow their businesses and expand their footprint. To stay ahead, they must implement technology that helps meet business needs and leads to greater efficiency of customer communications.
With an increasing number of businesses adopting automated processes, it's easy to see why business owners push toward full-scale automation. After all, manually sorting through dozens of emails, phone calls, and customer complaints is counterproductive.
A customer communication platform and automated customer reach software like Inkit eliminate this problem. They automate customer interactions, personalize the content of messages, facilitate tracking, and bring optimization in many other ways. The result? Increased operational efficiency and productivity, meaning better overall performance and lower costs for your business.
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3. Enhance Customer Relationship Management with Better Tracking of Customer Communications
It's no secret that customer service has never been more critical than today. The rise of technology and the increasing volume of customer communications create a more demanding customer mindset. With this new set of challenges, businesses of all sizes need to keep pace to stay competitive.
They need an effective way to track customer communications to see whether their communication strategy works and make sure they deliver value. And what better way to do it than with customer communication management software?
A customer communications management software enables companies to keep track of their customers and their interactions at every point of contact. These interactions could be face-to-face meetings, phone calls, emails, print letters, or any other medium that a customer uses to communicate with you. This way, the company can better serve their customer and eliminate customer complaints more efficiently.
4. Keep Up With Multiple Communication Channels
It's easy to forget about potential and existing customers with so many communications streaming into your system channels. However, an ignored client will go home feeling that clients aren't important to your business.
As mentioned earlier, a customer communications management software consolidates customer communications under a single platform. This makes it easier to keep track of messages, complaints, requests, or queries. For example, with a tool like Inkit Send, you can connect automated direct mail communications and online channels. It's an API you integrate with your systems to automatically print, deliver, and track tailored print messages to every customer. These mailings are closely related to what happens through other channels.
5. Ease the Way into Digital Transformation
Consolidated data and collaboration between teams you get through customer communication management make you ready to adopt innovative software solutions. You won't need to collect data from scratch since the implemented tools will automatically record every customer interaction. Hence, data sharing will be easy if you decide to use a more sophisticated tool.
Besides, customer communication management tools supply you with large data volumes you can use for analytics. This information is helpful to mind your customers' interest in digital transformation.
Now you know why your business should implement an adequate customer communication management strategy. Note that you will need reliable automation software for this. Effective customer communication management is always automated.
Tips for Customer Communication Management Implementation
Businesses of all kinds and sizes operate in a constant battle for efficiency, cost-effectiveness, and results. People always look for ways to cut costs, lower expenses, and do more in less time.
Here are several tips that should help you achieve balance in your customer communication management approach:
Be careful with missed customer engagements.48% of consumers expect a response to their complaints within 24 hours. 18% of those expect that reply in an hour. If your business can't meet these expectations, you need automated customer communication management software. Automated emails, social media responses, and chats will enable you to get back to customers within the shortest time.
Stay consistent in client interactions. If you get reports of different channels giving conflicting information to customers, you should consider a CCM tool. You are probably already losing clients.
Align multiple departments. You shouldn't wait until you lose sales before establishing your customer communications management solution. If your company has many departments, a CCM tool will help synchronize their efforts.
Connect online and offline interactions. Your online and offline messages should be a part of a single customer journey and complement each other. The combination of different channels makes your offer more noticeable.
And the final tip. If you consider choosing a service for customer communication management, try Inkit. Inkit is a reach enablement platform uniting several tools that provide versatile functionality through API integration. It automates direct mail marketing, verifies contact information, and automatically generates custom documents for online users. Inkit has all you need to stay in touch with customers across channels.