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.
This research note overviews the fast-growing sales engagement market—which extends beyond the CRM—and provides a six-year market forecast.
Sales engagement platforms (SEPs) streamline and condense digital selling tools to help sales professionals manage their work more efficiently, gain insights on content and prospects, and close more deals.