Terry Frazier

Terry Frazier is the Research Director of Digital Content Technologies in IDC’s Analytics and Information Management practice. He leads research into enterprise content management (ECM), file synch and share (EFSS), digital signature technologies (e-Sign), and customer communications management (CCM). His career spans more than 25 years, including operational and technical management in advertising, marketing, publishing and production print, as well as more than a decade in consulting and analytical roles serving Fortune 1,000 companies.
Technology Is Changing CCM
Technology Is Changing What CCM Looks Like
July 24 2017
If you're a buyer or seller of customer communications management (CCM) solutions, you're living in a great time—a time of great opportunity to radically improve communication processes, communication...
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Content Technology Update: Iron Mountain, Xerox, Kofax, and OpenText on the Move
May 4 2017
April was a busy month for content and workflow technology vendors, with new partnerships, product redesigns, new integration, and, possibly, new ownership. Today, we review a few interesting developments
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The Print Paradox: Customer Experience Is Multi-Dimensional
Oct. 3 2016
Since 2009, I’ve conducted an annual survey to understand the impact of digital experience and digital adoption on print. The surveys have evolved over the years, but they always ask a number of...
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The Resurrection of CCM Technology and the Emergence of Communication Platforms
July 21 2016
Just a few short years ago, customer communication management (CCM) was boring. It was dull, old-fashioned, and not digital enough, making archaic print pages from all those old mainframe and client-server...
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Driving Smarter Customer Engagement
April 5 2016
We have written about the fundamental changes sweeping across the customer communications management function for the last several years. Customer experience and the way we engage our customers has challenged...
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The Survivor: Print in the World of Smart Customer Engagement
Sept. 16 2015
For the past 12 months, Dr. Joe Webb, director of WhatTheyThink's Economics and Research Center, has been detailing a significant uptick in commercial printing shipments over year-ago numbers. In his
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Considering Risk/Reward for Cloud-Based Customer Engagement Solutions
June 23 2015
In a recent online debate presented by The Economist arguing “Should companies do most of their computing in the cloud?” noted security, privacy and cyber-terrorism expert Bruce Schneier highlighted...
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Smart Customer Engagement: The Evolving Technology of Customer Communication Management
May 21 2015
The term customer communication management (CCM) has always been something of a misnomer in my mind—a cumbersome, 11-syllable phrase to describe composing and distributing bills, statements, policies...