Gartner Research

Customer Communications Management: Product Evolution

Published: 05 March 2010

ID: G00174298

Analyst(s): Toby Bell, Rita E. Knox


The CCM applications available in 2010 are dramatically different from earlier versions, with more functionality and flexibility. They reduce customer support costs, ensure consistency, and are major revenue producers for enterprises that use them.

Table Of Contents
  • Overview
  • Technology Description
    • Technology Definition
    • Standards
    • Operating Requirements
  • Uses
    • Benefits and Risks
    • Technology Alternatives
  • Selection Guidelines
    • Price Performance
    • Technology Providers

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