Customer Relationship Management (CRM) and Customer Communication Management (CCM) both play crucial but distinct roles in customer relations. Customer Relationship Management (CRM) is all about managing everything to do with your relationships and interactions with customers. On the other hand, Customer Communication Management (CCM) zeroes in on managing and making the most of all the ways you talk to your customers. CCM is about making sure your conversations are engaging and clear and really speak to your customers as part of their wider journey with you.