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For Application Development & Delivery Professionals

Best Practices: Mastering Output Options For Customer Communications

Simple Ways To Cut Costs And Improve Customer Experiences Are Hard To Achieve

September 29, 2009

By Craig Le Clair, Sheri McLeish with Stephen Powers, Ralph Vitti

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Why Read This Report

A new generation of document output for customer communications management (DoCCM) technology promises to reduce costs, improve the customer experience, and expand output beyond the print channel. Yet best practices must also evolve to achieve these promises. The list of DoCCM best practices includes embracing a multichannel view, leveraging Agile technologies like business process management (BPM), empowering business users, and consolidating systems used to support customer communications. Application of these best practices can help information and knowledge management (I&KM) and business process and application (BP&A) professionals save money and even achieve green IT goals.
Tags: Banking, Customer Experience Management, Document Management, Enterprise Content Management, Financial Services, Information Management, Multichannel Customer Experience
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TABLE OF CONTENTS

  • Enterprises Are Hindered By Aging Systems, Paper Dependence, Lack Of Agility
  • Demonstrated Best Practices Increase Agility And Cut Costs
  • Best Practice No. 1: Take A Multichannel And Customer View
  • Best Practice No. 2: Augment With ECM And BPM To Improve Agility
  • Best Practice No. 3: Empower Business Users
  • Best Practice No. 4: Consolidate Systems And Vendors
  • Forrester's Customer Communications Next Practices
  • Identifying Your Challenges
  • Case Studies
  • Supplemental Material
  • Related Research Documents
 
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