Top Customer Communications Management Strategies to Strengthen Client Relationships
In today's competitive market, effective customer communications management (CCM) is critical. Modern clients expect highly personalized interactions and demand that businesses speak to them in a way that feels individualized. Customers also prefer using their device of choice and expect prompt responses to their inquiries.
A recent Salesforce report titled "State of the Connected Customer" reveals that nearly 55% of customers feel they’re interacting with separate departments instead of a unified company. Additionally, 56% of respondents report needing to repeat themselves when communicating with multiple representatives. This lack of cohesive communication can significantly harm customer experience (CX) and create a negative brand image.
To improve CX, businesses must develop and implement an efficient customer communications management strategy. In this article, we’ll explore what CCM is, share best practices for enhancing communication, and highlight the benefits of adopting CCM tools.
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