Talk:Customer communications management

Rework suggestions
Feel free to add suggestions here, strike through unwanted ones, add comments below the list.


 * Improve definition, cite vendor definitions
 * new ref: https://www.gmc.net/what-customer-communications-management-ccm
 * Merge Enterprise output management here with a redirect. The trend is to replace that term by CCM in solutions offerings, CCM being a superset of EOM. But EOM should also remain documented as it was (and still is) widely used.
 * new ref: http://www.crawfordtech.com/blog/enterprise-output-management-eom-what-does-it-all-mean
 * new ref: http://www.lrsoutputmanagement.com/Products/Enterprise-Output-Management
 * new ref: http://www.hp.com/united-states/outputmanagement/index_f.html
 * new ref: http://www.madison-advisors.com/shop/enterprise-output-management-systems-series/ (subscription)
 * not to be confused with another kind of Output Management software alias Print Management software (create new page?) mostly used for print servers and accounting systems offerings.
 * See also: Customer experience, Direct marketing, Transpromotional -- some overlap
 * See also: Customer relationship management instead of CEM
 * See also: Document management system
 * See also: Enterprise content management
 * See also: Document composition, Mail merge, Variable data printing, Document automation, Document modelling, Document processing, Outsourced document processing, Intelligent Document -- propose merge(s), lots of overlap
 * Keep, update and improve the list of solution providers from EOM: check this draft list (click here)
 * Synthesize list in Components, make it a bullet list, reformulate the rest of the section (too heavy on buzzwords and marketing noise)
 * Add a section on needs typically addressed by CCM
 * paperless
 * convergence
 * high volume
 * personalized communication generation
 * compliance, traceability (upstream/downstream), archival
 * mail printing, processing, bulk mail, optimization, outsourcing
 * Update and improve references.

VonBlinkendenzwoelf (talk) 18:59, 14 July 2016 (UTC)

Changed my mind about CEM: journey mapping and analytics tools are often included in CCM offers, and personalized content is among the most important needs. VonBlinkendenzwoelf (talk) 21:04, 14 July 2016 (UTC)

Merger proposal
Add your comments below about the merger proposal mentioned above. VonBlinkendenzwoelf (talk) 19:18, 14 July 2016 (UTC)
 * Merge Enterprise output management to Customer communications management, leaving a redirect. The EOM article is poorly sourced and it looks as though the corporate terminology has moved on since the article was created. Drchriswilliams (talk) 19:35, 14 July 2016 (UTC)
 * Oppose merge; it seems that the scope of EOM is much broader than that of Customer communications management and hence it would be an inappropriate fit. A reverse merge also doesn't seem to be appropriate, as EOM jargon seems to be declining in popularity. I'd leave it also, potentially expanding the existing EOM page. Klbrain (talk) 13:55, 8 April 2018 (UTC)

Source feedback
As Customer Communications Management is a business term, there are minimal reliable sources (WP:RS) options on the topic. Especially sources that are 100% free of a commercial objective. Anyone who has been a part of business research studies can attest to the fact that even independent research has a hidden agenda that is understood only by the analyst and the customer sponsoring the study. In support of the improvement of this article, please provide your recommendations, feedback, and comments for reliable CCM sources.


 * Gartner.com, stopped researching and reporting on CCM. The 2017 Magic Quadrant was the last article.
 * https://www.gartner.com/en/documents/3584118
 * Forrester.com, last published their The Forrester Wave™: Customer Communications Management in 2016
 * https://www.forrester.com/report/The-Forrester-Wave-Customer-Communications-Management-Q2-2016/RES122922
 * DOCUMENT Strategy Media - https://www.documentmedia.com/flex-277-Digital-Magazines.html, publisher of Document Strategy Magazine and manages the Document Strategy Forum (DSF) conference.
 * A Guide to the Electronic Document Body of Knowledge, © 2014 by Xplor International, ISBN: 978-1-893347-05-2, https://wiki.xplor.org/index.php?title=A_Guide_to_the_Electronic_Document_Body_of_Knowledge
 * WhatTheyThink, https://whattheythink.com/, printing industry news and articles with the mission to inform, educate, and inspire the industry.
 * Tech Target https://www.techtarget.com/ (CCM as apart of CX)
 * IDC https://www.idc.com/
 * Printing Impressions, https://www.piworld.com/ — Preceding unsigned comment added by ScottMulkey (talk • contribs) 17:31, 5 September 2023 (UTC)


 * As already explained to you at my user talk, self published materials (Xplor, which you have COI with) and sponsored content are not usable sources for Wikipedia. MrOllie (talk) 17:35, 5 September 2023 (UTC)