CCM Industry Trends Survey Results Vs LinkedIn Polls - 2022

Macrosoft is a market leader with over two decades in the Customer Communications Management (CCM) implementation industry. Macrosoft works with different vendors creating a cutting-edge customer experience in the CCM space. Macrosoft performs an annual CCM survey and makes the findings available to the industry as part of its corporate continuous learning strategy.

The 2022 Survey, which draws on the collective expertise of 253 CCM practitioners across 88 companies who supposedly hold a CCM solution, is intended to guide your future communication strategy and make sure you're keeping up with other professionals in the field. This blog examines the report's top-level themes, and compares to the identical questions set as LinkedIn poll results and consolidates the key takeaways.

 1)    Are Your Communications Produced and Distributed by An Outsourced Partner like A Print Company, Or Do You Do That In-House?

We have come to a mixed opinion on this question from LinkedIn Poll verses the Survey. When it comes to LinkedIn, the majority voted for In-House production wherein the survey stated that Printing and Mailing Outsourced and other In-house was the most used.

 2)    What Benefits Are Most Important to You with Effective Customer Communication Management?

Here both the LinkedIn poll and Survey have come to common ground stating that one of the best benefits of Effective Customer Communication Management is Integrated Communication. Additionally, respondents to the survey has made it clear that CCM also helps with Improved Compliance.

 3)    What Is Preventing Moving to An Omnichannel CCM Platform

One of the pain points we wanted to explore was what was keeping people from switching to an omnichannel CCM, and we came up with conflicting results. The LinkedIn poll indicated it was primarily due to a lack of qualified teams, while the survey found it was because their current systems were so tightly integrated with the ones already in place.

 4)    What Types of Communications Do You Use Your CCM Platform For?

This was a general topic that we posed to learn more about the situation, and the answers from LinkedIn and the survey all agreed that the CCM platform is mostly utilized for interactive communications.

 5)If You Are Using Customer Journey Mapping Within Your CCM Operations, How Are You Using It?

This was a challenging question for us to ask in our polls, and it appears that users had a variety of viewpoints. Nearly half of LinkedIn users claim that the Map Future State is the case. However, we can also see some respectable votes for the other options, and in the survey, there were almost as many people who supported the other options as there were people who voted for Documents Customer Touch Point the most.

Conclusion

The ability of any organization to operate smoothly is facilitated by effective communication, which is a crucial component. A variety of channels are available for reaching out to customers. Because they have not established the essential customer communications foundations, businesses frequently fail to implement a thorough CX plan. Modern CCM solutions assist businesses in building a single infrastructure for customer communications enabling omnichannel experiences that cover the whole customer journey. 

Macrosoft's use of the Quadient Inspire CCM platform, make it possible for businesses all around the world to build, manage, and provide customized, accurate interactive communications using a single, centralized system. 

About the Author

Pavithra Joy

Manager, Technical Solutions

Pavithra is Manager for Technical Solutions at Macrosoft. She has done Bachelor of Technology in Information Technology and has over 6 years of experience in international technical & sales processes in UK, Australia, UAE and has effectively involved in interacting with clients and solving the issues raised. Before joining Macrosoft, she was with Yarab Technologies Pvt Ltd, as Quality Analyst.

She has several certifications from HubSpot. Her interests outside of work are listening to music, gardening, and traveling.