Five Signs Your CCM Platform No Longer Serves You

Customer communications technology is evolving faster than ever. While once used to generate high volumes of printed documents for the sole purpose of conveying critical business information, today, enterprises are using Customer Communications Management (CCM) software to drive the complete lifecycle of pre-to post-sale customer engagement. As customer communications shift from isolated documents to connected interactions that create an omnichannel customer experience, CCM is surging in popularity, as CX emerges as key to business competitiveness and resilience. Yet while new players enter the CCM software market and existing providers rapidly roll out innovative capabilities to capitalise on the demand, others are failing to keep pace, leaving their customers frustrated and vulnerable as they continue to rely on manual processes, inflexible workflows and poor processing performance. If you've been experiencing challenges with your current CCM provider, but have stayed to avoid the cost and complexity of migration, then it may be time to conduct an assessment. Migration may seem scary, but staying with technology that's draining IT resources and limiting CX transformation is far more dangerous. To help you decide if you should stay the course or explore new options, we've compiled the five signs of a CCM platform that's reached the end of the road.