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Customer Communications Management (CCM). ? - , ?

( , , , ) . , , , , . , , , , , , , , , , . 1990- ERP, CRM-; , - . , CRM ECM-, " ", . (, ), , . , CRM-. , Customer Communication Management (CCM), , ( , , , ). , CCM- , - ( )

CCM?

CCM- ECM/CRM-, , , ERP-/CRM-. CCM Gartner Group, Aberden Group, Forrester Research Madison Advisors, , .

, "-", Cognitive Technologies, , - Customer Relations Management (CRM). " CCM . , CRM- CCM. , CRM, CRM-, , , CRM, , , CCM", - .

CCM- , . , . . Info Trends , 90% , , . , , , . , CCM- 15 . : Data Extraction Software ( CRM/BPM/ECM- , , ); Document Composition Software ( ); Post Processing Software ( , , ) Print Management Software ( ).

CCM- : ( , ), - , , . , , , CCM- , . , , ( ) , , , . , - . ( ) . CCM- Document Composition Software, , (AFP, Xerox Metacode, VIPP, PCL PostScript) XML- . , XML, . (, -). , , . CCM- ( inserter machines), , , .

CCM- - . "Customer Communication Management Enterprise Content Management . , - , , SMS, . - , - , , - ", - , Content Management & Archiving EMC . , , , , : , e-mail, , SMS/MMS, . CCM- , . , , .

CCM- . , , , , call-. , CCM-, , , . , / , , , , .

CCM-

Adobe Adobe Intelligent Document Platform
EMC xPression
I-Docs I-Docs
InfoPrint Solutions DocPath
HP HP Exstream
Oracle Oracle Documaker
Pitney Bowes Group 1 Software CCM Business Editions
Thunderhead Thunderhead NOW

: CNews Analytics, 2009

, CCM- , . , , , CCM- ECM-, ( ). , CCM- . , TerraLink, , CCM- OCR, . " , , . OCR- - , CCM- - ", - , , - ERP, ECM, CRM. , - CCM- . , , XML , .

http://www.cnews.ru



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paee ooe c ea: o opee apep

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David Sims

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Aeco CNews Analytics (CNA) poeo cceoae pocccoo pa Call/Contact Center (CCC), oceoe e ee ca ocox ee pa oo apae eca Pocc. peapee o, oapooae oae ...


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S7 Airlines: epee R a a pepea

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a CMM (oe aeca oa-papaoo popaoo oecee)

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ce R

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R: poeaa eooo eoo eca

cae pe oe, o-epx, o poeae pae ooe c ea (R - Customer Relationship Management) , o-opx, o eooo pee poea aoo acca. Mp ocoo eec, opaca e paoeo ...


Kopoo o R-ocae

o aoe oca? Koa e ae, a oc o o ca, opaaec a oo, coeo po p, o oe ececeo. ooo, o o-o x e ae, a a oc, e po ...


ococo oo poceac

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o oe copo R, Ka ocpo ocao opeee

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