Gain a Global View of Customer Communications

Type: Videos
Topic: Preference Mgmt

Summary

Eric Holtzclaw, Chief Strategist with PossibleNOW, discusses the initial steps they take when helping companies understand how they communicate with their customers across the enterprise. One crucial step involves building a communication matrix. This matrix assesses what communications are produced by different business units or lines and identifies the channels used to send these communications to customers.

This universal overview allows companies to see when customers receive correspondence and where efficiencies can be improved to enhance the customer experience. Establishing a communication matrix aids in listening to customers more effectively, collecting information about their preferences and needs, remembering what they communicate, and responding accurately.

For detailed guidance on how to construct and apply a communication matrix to your company, Holtzclaw directs viewers to check out the resource center.

About PossibleNOW

PossibleNOW is the pioneer and leader in customer consent, preference, and regulatory compliance solutions. We leverage our MyPreferences technology, processes, and services to enable relevant, trusted, and compliant customer interactions. Our platform empowers the collection, centralization, and distribution of customer communication consent and preferences across the
enterprise. DNCSolution addresses Do Not Contact regulations such as TCPA, CAN-SPAM and CASL, allowing companies to adhere to DNC requirements, backed by our 100% compliance guarantee.

PossibleNOW’s strategic consultants take a holistic approach, leveraging years of experience when creating strategic roadmaps, planning technology deployments, and designing customer interfaces. PossibleNOW is purpose-built to help large, complex organizations improve customer experiences and loyalty while mitigating compliance risk.