skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration

Introduction

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.

Highlights

  • 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

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • 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

Appendix

  • Methodology
  • Further reading
  • Author

Recommended Articles

  • Service Provider Markets, Consumer & Entertainment Services,...

    MWC 2018 Highlights

    By Ronan De Renesse 27 Feb 2018

    Over 20 of our senior Ovum analysts and consultants attended this year’s Mobile World Congress in Barcelona at the end of February. In between meetings, briefings and presentations, our analyst team were blogging and tweeting about key developments, trends and rumors. Have a look through our daily MWC 2018 Highlights to find out what happened.

    Topics 5G AI IoT Cloud Payments SDN/NFV Smart home

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

Email us at ClientServices@ovum.com

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at pr@ovum.com

Contact marketing - 
marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now