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The 20 Highlights of 2020

What a year it’s been! When looking back on 2020, a lot of people will immediately think about COVID-19 and how we all had to adapt. Of course, this also affected our organization. However, we still look back on some incredible achievements. For CM.com it’s been a great year on different aspects. So, before we countdown to 2021, we’ll take you back to our highlights of 2020 (in random order).


1. Winter Week 

Normally we meet up in our headquarters in Breda three times per year. We offer a jam-packed week with activities for our colleagues from all over the world. Unfortunately, our Winter Week in January was the only opportunity for us to meet face-to-face in 2020. With a game night, Radio 538 New Year’s Party, and our annual ski trip we made it a week to remember. We all hope to organize a new event soon! 


2. CM Inspires

This is our annual event where we invite our customers to the CM.com Campus in Breda for a day full of inspiration. This year the event took place on January 22nd. On stage was one of our founders Gilbert Gooijers. He talked about the latest global trends in messaging innovation. Our customer ‘Red je Pakketje’, a fast-growing parcel delivery company, explained how messaging innovation drives their growth. Check out the full report of that day!


3. CM.com listed on Euronext Amsterdam

February 21st was a true milestone for CM.com and all our employees. As of that day we are a listed company on Euronext Amsterdam. We see the listing as a great way to accelerate our growth strategy and global rollout of our Conversational Commerce proposition. During the rest of 2020 we already saw the benefits from this listing. We increased our visibility in the media, are seen as a trustworthy and reliable partner and as an employer of choice as more potential candidates know about us. We also had the ability to raise additional capital and partly pay our acquisitions in equity. 

cm.com beursgang euronext


4. Acquisitions

2020 was also the year we did several acquisitions. By the end of February we acquired Dutch international ticketing company Global Ticket. A market leader in the field of e-ticket solutions with customers like the Van Gogh Museum, Heineken Experience and Toverland. With the acquisition we gained a solid market position in ticket sales for museums, attractions, and zoos. 

In May, we acquired CX Company, a digital conversation platform designed to automatically engage customers in a personalized manner via virtual assistants, intelligent chatbots, and conversational artificial intelligence (AI). And in October, e-commerce customer service provider RobinHQ came on board. The customer contact software of RobinHQ and the cloud-based platform of CX Company are great additions to our suite of mobile first conversational commerce solutions.


5. International expansion 

In 2020, we’ve made great steps in our international expansion. We’ve opened offices in Los Angeles (USA), Nairobi (Kenya), Istanbul (Turkey), Bangalore (India) and Milan (Italy). With these openings we’ve also welcomed colleagues from new parts of the world. With the opening of our new offices, we can be closer to our customers and serve them in the best way. 


6. Great growth results

Although it’s been a strange year and we’ve definitely not grew with all parts of our organization, overall, 2020 has been a successful year so far. In the third quarter of this year, we could report a revenue increase of 76% to € 36.7 million compared to the same quarter of 2019. Our gross profit increased with 84% to € 9.1 million. On March 9th we will report our full year results of 2020. Stay tuned! 


7. A year of firsts 

With our listing on February 21st, it also became a year of firsts. In the first quarter we have published our first annual report, a great read about our organization. In April, we organized the first annual general meeting for all our shareholders to join. This was also one of the first events we organized virtually. 

general meeting cm.com


8. Expanding our team 

With such financial growth, our team also grows. This year we welcomed around 160 new FTE worldwide, which makes us a global team of around 500 employees. Two of the hires were in our management team: our CFO Jörg de Graaf and CMO Mark Appel. Furthermore, we mainly grew in our Sales & Marketing department. And of course, our acquisitions helped with this as well. Unfortunately, we weren’t able to meet all of our new team members yet, but hopefully we get a lot of opportunities for that in 2021! 


9. Introduction of new products

On the product side it hasn’t been a quiet year either. We were the first to launch RCS in Germany and the Netherlands. RCS is the new generation of text messaging. In March, we made WeChat Pay, the Chinese mobile wallet incorporated in WeChat, available for our European customer base. And a little before that, we also added Apple Pay to our online payment platform. 


10. Launch of our cloud solutions

Two other great introductions this year: our Mobile Marketing Cloud and Mobile Service Cloud. Both cloud solutions can be used immediately, without any programming work. The Mobile Marketing Cloud is an omnichannel customer engagement solution. It’s the only solution that includes all mobile messaging channels. The Mobile Service Cloud offers all channels, tools, and features you need to provide a superior customer experience, reduce pressure on your customer care team, and improve your business results.


11. How COVID-19 helped with digital transformation

A topic we cannot miss when talking about 2020: COVID-19. Although not a highlight, we believe that the pandemic was a great accelerator of the digital transformation and changed how people interact with each other. A lot of businesses quickly had to adapt to those changes. Further on in this list we will share examples of Tribe Company and how we helped businesses with this transformation with our CM.com Together Suite. But we also helped the hospitality and retail branch with timeslots and mobile ordering. And don’t forget the rise of QR-payments, especially during the Dutch fundraising week in the fall of 2020. 


12. CM.com Together Suite

To assist companies during the COVID-19 pandemic, we launched the CM.com Together Suite. From the end of March until July we offered several of our self-service products for free; Sign, Pages, WhatsApp Business, Customer Contact, and Mobile Order. We did this to support businesses in their transition to an online way of working, like signing documents online, communicating with their customers and, for the hospitality business, mobile ordering, paying and pick up.


13. Corona proof events with CM.com technology

In the Summer we partnered with Tribe Company for a total of 204 corona proof concerts in “De Tuin van 2020” and “Het Strand van 2020”. Major Dutch artists and DJ’s like Typhoon, Paul de Leeuw, Sunnery James & Ryan Marciano, and Nicky Romero performed for small groups of visitors. With a chatbot for a health check and safe ordering and payment of food and drinks via mobile phone, we ensured that no one had to worry about health risks.


14. CM.com Circuit Zandvoort 

That sounds nice, right? August 27th was another important day for CM.com. On that day we announced that we became primary sponsor of Dutch Circuit Zandvoort. Together with the circuit we started a digital transformation to offer all ticketholders of the circuit the best customer experience. And of course you can also not miss our branding out there. We hope to see you soon in Zandvoort! 

And don’t forget to mark your calendar for the postponed Formula 1 Heineken Dutch Grand Prix from September 3rd to the 5th in 2021 on CM.com Circuit Zandvoort. 


cm.com circuit zandvoort


15. Web Summit 2020

As Web Summit is one of the biggest European technology conferences, it’s always one of our highlights of the year. Unfortunately, we couldn’t travel to Lisbon this year. Instead, a virtual edition was organized. From our headquarters in Breda we safely hosted roundtables with great discussions, a masterclass with a lot of interested attendees and virtually met visitors in our partner room. Although different, it still is an edition to remember. 


16. Winner M&A Awards

One of the already mentioned highlights of this year was our listing on February 21. And this IPO resulted in a Dutch M&A Award in the Best ECM Deal category. We’re very proud of this recognition! 


17. Missie 538

The week before the Christmas holiday, one of the largest Dutch national radio stations, Radio 538, organized an end of year charity event “Missie 538 voor de Voedselbank”. With this event they collected money to donate 223.207 food packages to families in need. We were the tech behind this event. And to help, we also donated a food package on behalf of every CM.com employee. 


18. Top 100 DJ’s Awards 2020

On November 7th, we got ready for a virtual night full of performances of the world’s best DJ’s. We partnered with AMF Presents Top 100 DJs Awards 2020 and streamed an amazing DJ set of Armin van Buuren from CM.com Circuit Zandvoort. 


19. Customer Success Stories

The best way to show the power and benefits of the CM.com Platform and our solutions is not us telling you that, but to let our customers talk about how they use our solutions to improve their marketing, sales, or service. Read all the new stories on our Customer Success Stories page


20. Events and trade shows

In 2019, we attended events around the world almost monthly and took the stage at the most leading events in our industry. Little did we know at the start of 2020 about the impact of a pandemic on our calendar of events and trade shows. With a lot of events going virtual we still took the opportunity to present ourselves in 2020, but we hope to tell you all about Conversational Commerce in person somewhere in 2021. 


It’s been a unique year, I don’t think anyone doubts about that. For now, we look forward to a new year with new goals. Don’t want to miss any of our updates and innovations in 2021? Follow us on LinkedIn. And in case you’ve missed it also read about the 2021 digital communication trends compiled by our CEO Jeroen van Glabbeek. 

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Within CM.com responsible for PR and communications. Looking for something newsworthy about CM.com? Check her content!

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