Customer Communication Management – CCM


Regardless of its spelling as Customer Communications Management or Customer Communication Management, the concept of CCM encompasses all components that contribute to operating, organizing and improving a company’s customer-related communications.

In our context, it is primarily concerned with transaction-oriented communication, i.e., communication initiated by a business transaction. “Customer Communication Management – CCM” here quite specifically encompasses the creation and dispatch of customer messages, correspondence, account statements, invoices, etc. On the one hand, the increasing volume of this communication must be managed organizationally and technically, and on the other hand, its quality is becoming more and more decisive for a well-functioning customer relationship and lasting customer loyalty. This increasingly includes the adequate use of different media in order to actually reach customers via their preferred paper-based or digital channels.

In addition to central communication with customers, the Customer Communication Management approach can also be successfully applied to communication with partners, retailers, etc.


In order to realize the comprehensive solution requirements of Customer Communication Management, numerous data sources and information must be integrated and suitable document processes defined. Today, these functions are usually covered by a variety of independent systems that need to be merged into a homogeneous solution.

  • Data Management
    Provision, extraction, transformation, analysis, business intelligence, CRM, etc.
  • Document creation and composition
    Rule-based creation of individualized documents based on differentiated customer data
  • Archiving
    Index and store all outgoing mail in a system-controlled manner
  • Output management
    Paper documents: print management, postage and dispatch optimization, mail routes, etc.
    Digital media: secure e-mail connection, optimization for mobile media, portals, etc.
  • Documentation, evaluation, customer-specific tools Closed loop, document tracking, statistics etc.

Customer Communication Management
with the Serie M/

With its central product components Document Creation and Output Management, the Serie M/ is undoubtedly one of the software systems that cover core CCM functions. This means that the entire document process, from creation to output, is in the hands of a single consistent system. This has the advantage that the required data and metadata can be inserted into the document in a largely system-controlled manner and interpreted without further conversion or interface in the output management system OMS.

One of the development principles of the Serie M/ is to concentrate on optimizing the core tasks of document creation and output management, while leaving special tasks from upstream and downstream processes such as input and print management, statistics or similar to expert systems. The Serie M/ offers numerous standard interfaces for seamlessly integrating such systems into the process flow.

In this way, functionally comprehensive, company-wide overall solutions can be built up according to the best-of-breed strategy, enabling a contemporary, individual customer approach to any extent.

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Christel Heusler