Most successful organisations realise that improving customer communications can dramatically boost customer loyalty, help ensure brand and regulatory compliance, and rein in a range of rising costs from postage to IT maintenance. Unfortunately, the customer communications management (CCM) efforts of most organisations are seriously handicapped—by piecemeal, incomplete, outdated, and redundant CCM technologies in the service of multiple in-house solutions and business processes. This white paper explores the benefits of implementing a CCM platform, identifies the necessary capabilities of such a platform, and supplies organisations with a frame of reference when considering CCM platform options.