2014 Forrester Wave™ Document for Customer Communications Management

Analyst report

Customer communications management is a frequent topic of inquiries by Forrester clients who are looking for direction on how to update their technology for new business demands and usage patterns — such as the need for unified and consistent content across multiple communication challenges. To assist them, Forrester evaluated 11 document output for customer communications management (DOCCM) vendors across 26 criteria, finding strong differences in document design and composition, business empowerment, use cases, implementation, workflow, and reporting. During the next few years, DOCCM platforms will continue to bring better customer experiences, become easier to use, evolve toward broader communication needs, and more tightly integrate with other business applications.