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By Rich Huff, Senior Analyst, Madison Advisors While organizations utilizing customer communications management (CCM) traditionally worked with in-house CCM technology and staff, over the past several years various types of third-party services have developed to take on some or all functions of a company’s CCM operations. And the timing couldn’t be better. In our current […]
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By Kemal Carr, President, Madison Advisors Businesses, large and small, have been impacted by the COVID-19 pandemic, and in some cases their entire business models have changed. Employees who now work remotely have proven they are still productive and many of them want to continue working from a home office. This has triggered some strategic […]
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By Kemal Carr, President, Madison Advisors Selecting the right business partner for customer communications management (CCM) delivery is a critical task. Shrewd organizations use the Request for Proposals (RFP) process in an attempt to make the best decision. After receiving partner responses and confirming references, there is one more important step before your final selection: […]
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By Kemal Carr, President, Madison Advisors Of course, making money is the number one focus for businesses, yet how the money is spent is just as important. Keeping costs and spend under control improves operating efficiency and adds to the bottom line, as well as helping to ensure the quality and consistency of the product […]
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By Kemal Carr, President, Madison Advisors Although it seems unlikely that Ralph Waldo Emerson originated the phrase, “Build a better mousetrap and the world will beat a path to your door,” he has been credited with something similar: “If a man has good corn or wood or boards or pigs to sell, or can make […]
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By Keith Woedy, VP of Research & Practice Lead Madison Advisors has just completed a market study addressing the evolution of post composition in the customer communications management (CCM) space. A little more than two years ago, we identified a trend that expanded the boundaries of the traditional definition of post composition as a tool […]
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Evolving CCM Processes Are Creating New Options By Kemal Carr, President, Madison Advisors We saw the inception of customer communications management (CCM) systems about 20 years ago when what was then known as document composition software evolved to include significant personalization capabilities. Fast forward to today and CCM also has become the foundation for the […]
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By Dan Chevalier, VP of Business Development and Principal Analyst, Madison Advisors 2020 is showing us it’s more important than ever to be prepared for anything—and it’s a great time to talk about what teams involved with customer communications should be thinking about when it comes to disaster recovery (DR) and proven best practices for […]
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By Gina Ferrara, Senior Analyst, Madison Advisors According to a survey of directors, CEOs and senior executives conducted by Harvard Business Review, 70% of digital transformation (DX) initiatives never reach their goals and of the $1.3 trillion spent on DX in 2018, $900 billion went to waste. These numbers are scary. They are even scarier […]
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By Kemal Carr, President, Madison Advisors The COVID-19 pandemic is having a dramatic impact on many aspects of our daily lives, compelling people to work at home where that’s possible, and for all of us to keep our distance even on routine shopping trips or walks in the park. Having said that, so far, the […]
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Over the past two decades, Madison Advisors' industry-neutral expertise enables enterprise organizations, service providers and technology providers to achieve their strategic objectives around today’s evolving customer communications management (CCM) requirements.
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