Posts Tagged As
"CCM"
Autonomation in Communication Management Processes
by Michael Overturf
10/3/2007
9:11:50 AM
Autonomation means 'automation with a human touch'. For the design of communication management processes this means automating the bulk of repeatable communication tasks, both inbound and outbound. This leaves workers free to spend time on dealing with non-standard communication from customers, an area where customer satisfaction gains are the largest: autonomation as a underlying principle to reduce costs and gain customer loyalty.
- Also Posted to:
- Distributed Output Management
- Electronic Document Management
Understanding Cause-Effect in customer relationships with Business Communication Intelligence
by Michael Overturf
8/29/2007
11:02:50 AM
Marketers often struggle with market segmentation and customer identity management. Adding communications intelligence to segment parameters would provide insight into not only the communications behavior, but also content and context of communication transactions. In this time of mass customization, can you afford not to more effectively define, manage, and communicate with your customer segments?
- Also Posted to:
- Customer Data Quality
- Document Composition