Gartner Research

Leverage Customer Communication Management Software to Improve Outbound Communications

Published: 24 May 2012

ID: G00231081

Analyst(s): Karen M. Shegda , Kenneth Chin

Summary

Attracting and retaining customers remain top priorities for CIOs, while social and mobile forces are changing how organizations communicate with customers. Use the insight and advice in this research to transform customer communications for innovation, cost reduction and competitive advantage.

Table Of Contents
  • Impacts

Analysis

  • What Constitutes Customer Communication Management?
  • What Are the Key Trends in Customer Communication Management?
  • Ongoing cost pressures will drive IT and line-of-business leaders to increasingly focus on ensuring that customer communication solutions and processes deliver a higher ROI in a shorter time frame
  • Innovation from competitors, widespread use of social technologies and more demanding customers will continue to increase the need for dynamic and on-demand customer communication
  • Changes in how enterprises and individuals are creating, consuming and sharing information will push marketing and customer service leaders to develop more channels for multichannel output to effectively engage their customers

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