Abstract

This IDC study describes organizational characteristics at five levels of maturity, which represent an increasing contribution of CCM to significant organizational objectives. Key stakeholders of CCM initiatives include business leaders, marketing and operations executives, and business managers engaged in numerous customer-facing processes. These stakeholders can use the stages of this study to evaluate the current capability of the CCM function within their organization, and identify the next significant steps to continually improve the alignment of CCM initiatives with the strategic goals of the broader enterprise.

"CCM solutions have gone from being invisible, back-office print and mail utilities to providing core functionality that is critical for today's comprehensive digital customer experience. The practices and steps outlined in this study will help any executive tasked with making CCM-centric decisions ensure they are deploying resources in the most effective manner for achieving enterprise success." — Terry Frazier, research director, Digital Content Technologies research

Coverage