Executive Summary (This is a document excerpt)

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.

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