Business and IT Glossary  > Customer Communication Management (CCM)

Customer Communication Management (CCM)

Customer communication management (CCM) refers to the long-standing market segment of content management focused on document generation tied to communications targeted at customers or prospects.

CCM uses rules to auto-generate documents. Generation can be basic or sophisticated. Historically, CCM was a batch operation, tied to large-volume applications such as credit card statements and the customer communications (e.g., letters) associated with the bill.

The new focus is on interactive or real-time document generation initiated by an individual, such as a sales representative. CCM for sales is referred to as document generation.

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