IT Employment Investigate

Turning Customer Interaction Into Profitable Relationships

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Executive Summary

Effective customer communication boosts customer loyalty, ensures brand and regulatory compliance, reduces environmental impact and helps control a range of costs such as reductions in IT maintenance, printing, call centre operations and postage. However, most organisations take a fragmented approach to managing enterprise customer communications using outdated technologies which are not consistent across the range of media channels that people use today. Quocirca's report examines how a CCM strategy can transform the impact of customer communications at every customer touch point, controlling cost, driving operational efficiencies and building customer loyalty.

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