Standing out from the competition in the 21st Century is no longer about selling a product or service at the best price—it’s about the customer experience. Organizations that can provide an exceptional customer experience will reap the benefits of customer loyalty, deeper relationships and increased sales. Simply put, how customers perceive their interactions with a particular brand or business is the basic definition of customer experience. It is not limited to a single channel or a one-time experience—it is the sum of all experiences throughout the customer lifecycle and across all touchpoints.

There are several components to a successful Customer Communication Management (CCM) strategy — and although technology is deemed to be the most critical — the strategy should be defined by the customer journey and take into consideration many other critical aspects. Hosted Management Services (HMS) solutions come with inherent implementation benefits. For example, hosted services:

• transfer the risks associated with purchasing and installing software to the provider, while allowing the enterprise to obtain the full benefits of a CCM HMS solution.
• relieve the burden on IT resources
• deliver an optimized return on investment (ROI) by shifting from a capital expenditure model (CapEx) to an operational expense model (OpEx)

This insightful market update report, featuring Maverick’s CCM partner, DataOceans, provides an update on the latest trends in CCM hosted managed services and how enterprises can solve challenges with customer communications, compliance and an enhanced customer experience.

Download now to learn about key components to a successful enterprise CCM strategy.