La relation client est le sujet du moment. Afin de mieux comprendre en quoi consistent les solutions prévues à cet effet, Archimag vient de publier un supplément 100 % gratuit intitulé « Gestion de la communication client : what solutions for what uses ? ».
In all sectors, the health crisis has disrupted the working habits of professionals, and particularly in their relationship with customers. This transformed their relationships, from loyalty to the customer experience itself. In this context, companies must react and find a way to keep the human element in the relationship, while providing an optimal experience to their customers. And that's why, the main watchword is trust. Pillar of customer relations, the CCM platform (Customer communication management) is then much more than a means of disseminating a document or information. It allows you to design and manage customer communications using reliable tools, meeting business objectives.
Tendance omnicanale, une communication client hybride
According to a survey conducted by Archimag from January to March 2022, the main modes of communication between organizations and customers, patients or citizens would be shared between the email (94 %), phone calls (74 %) and paper documents (53 %). So many different channels used to circulate information and which make CCM platforms essential for the sustainability of organizations. Relations with customers or users must involve personalized conversations and interactions., to ensure their loyalty and not lose their interest. To a lesser extent, however : it is not a question of drowning the customer under a ton of emails intended for his attention, but to know how to offer them the right channel at the right time. Well exploited, CCM solutions ultimately make it possible to combine and rationalize the right channels.
A customer listened to = guaranteed success
De trop nombreuses organisations se concentrent encore sur la collecte des données plutôt que sur leur sécurité, and on customer acquisition, instead of focusing their attention on loyalty. However, it is much more complicated and costly for a business to attract a new customer than to retain an existing one. Not to mention that loyal customers spend more. So, instead, organizations should focus on improving the management of the data they already have, and exploit them in order to interact more with their customers, actively listen to their expectations and create a connection.
LE DERNIER SUPPLÉMENT ARCHIMAG CONSACRÉ AU CCM
Rich in lessons, this free document is enhanced with advice from experts with perfect knowledge of the issues facing organizations in all sectors. Les représentants des entreprises de gestion de flux de données, de conseil en informatique et de services numériques Compart, Inetum, ISIS Papyrus, Quadient, le groupe MEG et Tessi y prennent a parole pour mieux comprendre les enjeux autour de la relation client et, Above all, detail their CCM software.
