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Organizations that provide goods or services to customers should consider a customer communications system to deliver targeted marketing information in the preferred format of the recipient, regardless of whether or not they produce mass communications such as statements or bills.


  • Customer communications should be seen as part of a wider enterprise content management portfolio.

Features and Benefits

  • Enables organizations to assess how customer communications can help their marketing initiatives.
  • Evaluates the benefits for a wide range of organizations.

Key questions answered

  • How can smaller companies implement customer communications systems?
  • How can organizations get full value from their customer communications investments?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Customer communications have evolved far beyond the traditional monthly print run

  • Consumers want documents on the device of their choice in their preferred format
  • Customer communications can offer more than just a vehicle for statements or bills
  • Organizations need to monitor all customer touch-points
  • Forms creation should be considered in ad hoc communications

Customer communications should be seen as part of a wider enterprise content management portfolio

  • Most organizations will require ECM technologies
  • Consider reusing content in document management systems in the generation of communications
  • Customer communications should be embedded in business processes

Customer communications must be mobile enabled, but this poses security risks

  • Customer communications must be available on mobile devices
  • Security is a big consideration when sending communications to mobile devices

Consider the cloud for customer communications

  • The cloud offers cost advantages
  • Ensure that the appropriate model is selected
  • Security is an important aspect that must be factored into the conversation before adopting a cloud service
  • Customer communications in the cloud offers the same functionality as on-premise systems


  • Methodology
  • Further reading
  • Author

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