Gartner Research

How to Reduce Costs Using Customer Communications Management Software

Published: 12 September 2013

ID: G00236300

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


Effective customer communications management is vital because the diversity of communication channels is expanding, as is the need to connect and build customer relationships. Use these best practices to identify where CCM solutions could save costs and make processes more efficient.

Table Of Contents
  • Key Challenges



  • Tie CCM Projects to Business Objectives and Identify the Metrics for Measuring a Project's Success
  • Use CCM to Engage Your Customers Across Multiple Channels
  • Assess Your Current CCM Platforms and Applications to Identify Opportunities for Consolidation

Case Study

  • Telecom Provider Reduces its Operational Costs
    • Approach and Results
    • Critical Success Factors and Lessons Learned
  • Utility Company Consolidates Solutions and Improves Communications
    • Approach and Results
    • Critical Success Factors and Lessons Learned

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