Term and notation
The term Customer Communications Management originates from market research institutes such as the Gartner Group or Forester Research and was mainly used in English-speaking countries. There it is correctly defined as Customer Communications Management, i.e. with an “s” at the end of Communication, whereas in the D-A-CH (Germany, Austria and Switzerland) region the spelling Customer Communication Management – without an “s” – has become more common.
Irrespective of this, Customer Communications Management in a comprehensive sense is concerned with operating, organizing and improving a company’s customer-related communication.
Read more about the importance, components and methods of Customer Communication Management here.
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