Scaling Customer Communications

Understanding CCM in agile business environments

Published August 2017

According to a Keypoint Intelligence – InfoTrends (InfoTrends) study commissioned by Smart Communications, today’s enterprises are generally complacent with their current Customer Communications Management (CCM) systems. Unfortunately, this complacency comes at a cost - scalability is limited and these systems are less adaptable to the ever-changing requirements of customer communications.

Despite the high level of complacency that respondents report with their current CCM systems, some functional and business limitations remain. This makes it difficult for enterprises to scale their customer communications in a way that keeps pace with today’s communication changes. Fortunately, overcoming these scaling issues does not need to be a complex task.

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