20 Nov More CCM Solutions, More Problems
Retail is a fast-paced, high-pressure environment where the need to be flexible and effective with customer communication is hugely important, especially now that customers have grown to expect clear, consistent and highly personalised messaging. What people don’t realise is that many retailers find themselves juggling multiple Customer Communication Management solutions, which ultimately leads to confusion, inefficiencies and an inconsistent customer experience. Most of us can only juggle two balls at once, and things fall apart. The same concept can be applied to CCM solutions.
Streamlined operations, reduced costs, and improved overall customer interactions are just some of the benefits of consolidating your CCM solution. Here are some of the challenges retailers might face when considering consolidation – spoiler, there are solutions to every challenge.
Integration – As individuals, we don’t get along with everyone we interact with. Electronic systems are no different. Once you’ve consolidated your CCM solution, system interactions are smoother and efficient. Integration of customer data is made possible. Bring on the world of personalised and relevant content and seamless delivery.
High Operational Costs – By consolidating CCM platforms, you’re unlocking the potential to benefit from economies of scale. Retailers can significantly reduce operational costs through lower software licensing fees and reduced maintenance expenses. It’s also a great way to introduce efficiencies when thinking about resource allocation.
Skill Gaps – A single CM platform significantly simplifies knowledge sharing and employee training, effectively reducing skill gaps. This ultimately empowers your team to create and manage communications more efficiently.
Inconsistent Messaging – More CCM platforms, more problems, especially when trying to maintain a consistent tone, branding, and messaging across all customer touchpoints. A consolidated CCM solution gives you the perfect single view of the customer and ensures a unified brand identity. With consistent and personalised messaging, customers are more likely to engage and trust your brand, too.
Ultimately, you need to find the solution that works best for you. Consolidating CCM platforms is a pretty clever way for retailers to streamline their operations, enhance customer experiences, and reduce costs. Whatever the decision, embrace a change that will leave a lasting and positive impression on your customers.
If you would like to partner with us or find out more about our CCM solutions, Speak to our Retail Industry specialist, Yuri Fonseca and follow us on LinkedIn.
To learn about Retail Customer Journeys and how we help retailers optimise cost, increase profit and connect better with their customers, click here: https://www.insidedata.co.za/retail/