NAELAN identifies seven key components of an effective CCM: content centralisation, personalisation, automation, compliance, omnichannel, collaboration and artificial intelligence. These elements shape the customer experience and optimise internal resources.

CRM manages customer data, CXM manages customer experience, and CCM manages communications. These three tools complement each other to strengthen customer relationships, with CRM providing data to CXM, which defines the experience, and CCM executing communications. KSL for Salesforce integration combines CRM and CCM, enabling document creation and management directly from Salesforce.

Young people aged 18 to 25 favour digital channels for customer communication, preferring email, mobile apps and text messages to postal mail. They are particularly sensitive to the environment and the protection of their personal data. Companies must therefore adapt their communications, favouring digital channels, ensuring security and simplifying the customer experience.

Customer Communication Management (CCM) is a strategic approach that enables companies to create, manage and deliver personalised, compliant communications across all channels. It improves the customer experience, optimises productivity and ensures regulatory compliance. CCM is a pillar of digital transformation, connecting business and IT teams around a common platform.

For publishers of CRM, ERP, or any other business application, there is a strategic question to be asked: should they develop their own document generation functionality or rely on a specialised, independent solution?

In this digital age, one might think that documents – whether paper or electronic – have lost their importance. In fact, the opposite is true. Documents remain an essential link in customer relations, both for acquiring new prospects and for building long-term loyalty among existing customers. They are often the only point of contact between the company and the customer.

Contracts are fundamental pillars in the management of a business. They formalise commitments, frame relationships, reduce risks and provide strategic visibility. However, in all businesses, from the smallest to the largest, contract drafting is an essential but often underestimated step. It affects compliance, operational efficiency, customer relations and risk management.

In an economic world marked by uncertainty, increased competition and strict regulations, contracts are no longer mere legal formalities. They are becoming powerful levers for securing commitments, structuring relationships, optimising operations and supporting organisational strategy.

In a B2B environment where speed, accuracy and personalisation are key, sales teams face constant pressure to produce high-quality proposals, tender responses and quotes in record time. Proposal Management is the strategic response to this complexity.

Proposal Management, or commercial proposal management, structures and optimizes the production of commercial documents to maximize project win chances. It centralizes content, standardizes processes, and enables seamless collaboration to ensure quality, compliance, and efficiency.

Proposal management is crucial for B2B companies dealing with complex tenders. NAELAN has identified six major challenges: increasing complexity, lack of content harmonisation, manual processes, compliance risks, difficulty in capitalising on existing assets, and lack of performance analysis. NAELAN's Proposal Management suite automates, secures, and enhances the value of each proposal.

Agirc-Arcco streamlines the printing of documents for its policyholders with NAELAN's KSL Suite

To meet the challenges of flexibility and personalisation in its customer relations, Klesia chose KSL Suite for its advanced functions for editing, personalising and distributing customised documents.

To support its activities, SPB has been using KSL solutions for document process management since 2010.

Agirc-Arcco streamlines the printing of documents for its policyholders using NAELAN's KSL Suite.