Customer Communication Management

The Customer Communications Management industry and Document Output for Customer Communication Management sub-sector define a set of attributes that a solution must have in order to be compliant. Forrester closely follows this industry and periodically produces Forrester Wave documents that track advances.

Document Output for Customer Communications Management

From the Forrester Wave Q2 2009 report: “Document Output for Customer Communications Management”:

"DOCCM software supports content types such as letterhead, invoices, correspondence, marketing materials, policies, statements, and welcome kits. Dividing document output needs into structured, interactive and on-demand processes can help I&KM pros get a better handle on their diverse application needs.

Structured Output Runs in Batches, Often in Large Volumes

Structured output is scheduled, consistently formatted and sent as part of a service relationship (much like phone bills and brokerage statements). It also includes batch digital or offset print runs.

Interactive Output Marries Custom Content or Data with Preset Structure

Interactive output requires the human touch, often matching variable customer data with structured forms or templates, providing a more individualized output; examples include customer correspondence and negotiated documents like group insurance policies or derivative and margin contracts.

On-Demand Output is Triggered by Multi-Channel Requests

Events from the web, fax, phone, email, transactional systems or enterprise applications drive on-demand output, and on-demand events may also be initiated by a human being via a keystroke, as in call center correspondence."


Satisfy and retain customers by providing consistent, multi-channel access to correspondence and alerts of any type—personalized statements and documents, event-driven alerts and notifications, targeted marketing and personal two-way messaging. This type of communication also allows you to:

  • Improve competitiveness of existing products and services offered by your business
  • Progress a business’s channel integration strategy
  • Provide customers a consolidated view of their entire relationship with the business
  • Reduce business costs by utilizing more cost efficient channels to distribute correspondence
  • Reduce system deployment and maintenance costs
  • Leverage a common correspondence portal across lines of business versus building and maintaining independent solutions in multiple silos
  • Reduce the cost and impact of security, privacy and regulatory compliance
  • Enforce consistency across correspondence services from a single platform