TECH BUYER Mar 2019 - IDC MaturityScape Benchmark - Doc # US42625018

IDC MaturityScape Benchmark: Customer Communications Management in the United States, 2019

By: Marci MaddoxResearch Director, Enterprise Content Strategies


This IDC study presents the results of IDC's 2018 Customer Communications Management MaturityScape Benchmark Survey and should be viewed as a supplement to IDC MaturityScape: Customer Communications Management 1.0 (IDC #US42223117, June 2017). Together, they provide a comprehensive overview of IDC's customer communications management model. This document enables organizations to:

  • Assess the current state and the readiness of their customer communications management infrastructure to support a seamless, omni-channel customer experience.
  • Benchmark customer communications management maturity against the maturity level of peers.
  • Uncover maturity gaps and identify areas in need of improvement to support improved customer experience.

"CCM solutions have evolved from being invisible, back-office print and mail utilities to a critical component of today's comprehensive digital customer experience strategy. The practices and steps outlined in this study will help executives tasked with CCM-centric decisions ensure they exploit the opportunities CCM systems afford and maximize their investment in resources and emerging technology to the benefit of the whole enterprise." — Marci Maddox, research manager, Enterprise Content Strategies


Subscriptions Covered

Content Workflow Transformation , Enterprise Content Strategies

Regions Covered

United States

Topics Covered

Content management, Customer relationship management applications, Technology buyer


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