CCM – Customer Communication Management

Customer communication management (CCM) is a concept coined by market research companies in the English-speaking world to describe a type of software which allows organisations to communicate efficiently with their customers.

In order to resolve the increasing demand for communication, technologies are implemented which make it easier for businesses to optimise their customer communication without sacrificing quality. A C C M solution typically complements an existing CRM system. The first customer communication management concepts were used for transactional documents. These documents – such as bank statements, bills, invoices and other transactions – formed a strong foundation for the principle. Documents became easier to generate, much like ordinary customer communications, while research also showed that transactional documents are opened and read in over 90 percent of all cases.