CCM as a Service – The Opportunities and the Pitfalls

Print service providers seeking to expand their offerings beyond print and mail may want to consider offering customer communications management (CCM) as a service to their clients.

“CCM  is a critical component for customer experience – yet enterprises are riddled with legacy technology and a disjointed infrastructure that includes point solutions for electronic delivery,” says Gina Ferrara, senior analyst, Madison Advisors. “To keep up with consumer expectations for personalized digital interactions and well as the ability to remain compliant with regulatory changes, a complete technology upgrade and platform consolidation will be necessary. Unfortunately, ROI for such a large initiative becomes the roadblock. PSPs have a great opportunity to offer CCM as a service in addition to print and become a full-service communications provider to their clients.”

“CCM as a Service – What Every Print Service Provider Needs to Know,” led by Ferrara, will be held Wednesday, October 23rd at 11:00 am in Room C144. She will distill what CCM is and then uncover the seven core components of a complete solution offering. Ferrara will share with attendees her findings out in the field regarding best practices in CCM, pitfalls to avoid when designing a solution, and optional pricing models to make this offering attractive to clients.

Attendees will take away a plethora of learnings, including:

• Enterprises are at a decision point: a platform consolidation and technology upgrade or outsource to a third party.  As an already a trusted partner to their clients, PSPs can expand their service offering and value proposition further by offering CCM as a service.
• Legacy technology and a disjointed infrastructure are preventing enterprises from taking their customer communications to the next level. By offering CCM as a service, PSPs can help their clients get beyond their challenges to prepare for the future of customer communications and enhance the customer experience.