TECH SUPPLIER May 2020 - IDC Survey - Doc # US43270018

CCM Survey: Business Factors and Expectations for Customer Communications Management

By: Marci MaddoxResearch Director, Enterprise Content Strategies

On-line Presentation


This IDC Survey represents data from IDC's survey of 206 U.S. buyers of customer communications management (CCM) technology. The survey was fielded in December 2019.

The focus of this survey is to understand adoption of automated document generation and communications services delivered through a CCM platform or a packaged application. These services can be delivered via the cloud or on premises to support multichannel delivery of correspondence, documents, or interactions aligned to a business process.

"With an increased shift to digital communications, organizations can improve the customer experience and employee productivity in delivering opti-channel personalized communications at scale with customer communications technology," stated Marci Maddox, research director, Enterprise Content Strategies at IDC. "Organizations have an opportunity to centralize their communications with a customer communications management platform and deliver responsive, consistent, and engaging interactions to employees, customers, constituents, partners, and many other audiences."


Subscriptions Covered

Content Workflow Transformation , Enterprise Content Strategies

Regions Covered

United States

Topics Covered

Collaborative applications, Customer relationship management applications, Systems integration services

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