Cross-Channel Campaign Management Software TrustMap
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What is cross-channel
campaign management (CCCM) software?
Sometimes referred to as omni-channel or multi-channel campaign management, CCCM software supports highly personalized and relevant communications delivered across a variety of interactive channels and that enables optimization, channel integration, and institutional memory of the customer.
Cross-channel campaign management tools are usually integrated product suites, some of which are built out of separate channel-specific or feature-specific products that have been acquired and tied together. They connect inbound and outbound, digital and non-digital campaign intelligence within a single platform. For example, Infor allows users to manage interactions with customers across 5+ channels, including direct mail, email, phone, SMS, website, POS terminals, and IVR. In addition to campaign planning and set-up, and real-time personalization features, analytics tend to be a key feature set for CMM tools.
Benefits of Cross-Channel Campaign Management Software
According to vendors and reviewers, CCCM software has a variety of benefits, around both the quality of the customer experience and the impact of marketing communications on new and recurring revenue. They describe some of the advantages of managing campaigns across channels through one solution:
- Consistent communication with customers improves CX, leading to increased customer lifetime value and advocacy.
- Easier to create a single cross-channel view of the customer, which provides intelligence for smoother cross-sells and upsells.
- Better performance in terms of marketing campaign metrics, such as CTR and conversions/registrations.
- Improved customer retention as well as acquisition, meaning a higher ROI on marketing investments.
CCCM vs. Marketing Automation vs. All-in-One Marketing Software
Whereas CCCM tools tie together online and offline channels and aim to create a comprehensive view of the customer, most marketing automation platforms focus on coordinating digital marketing campaigns, are centered around the lead object, and do not have as robust a view of the customer across channels and throughout time. All-in-one marketing software is typically less sophisticated than either CCCM or MA, in terms of analytics and channel coverage especially, as those products are primarily intended for SMBs who only want to purchase one marketing software tool. However, there is certainly some overlap between all three categories. Generally, the differences between the categories are mostly based on complexity of the product and positioning for different user bases/use cases.