Customer interaction management

Customer Interaction Management (CIM) refers to a type of Enterprise Software Application which is responsible for managing the interaction between an organisation and its customers.^[1] Normally, a CIM application will be deployed in a contact centre and used by the agents while communicating with clients customers of the organisation.^[2]^[3] Customer Interaction Management systems handle communication across multiple different channels, such as (but not exclusive to) e-mail, SMS, telephone, Instant Messaging, whitemail (scanned documents) and social media.^[2]^[3]

References

^ "What is CIM? How does it differ from CRM?". Destination CRM. 2002-09-13. Archived from the original on 2014-01-16. Retrieved 2014-01-15.
^ ^a ^b A. Asohan (2013-12-17). "Two MSC companies unite on customer experience front". The Malay Mail. Retrieved 2014-01-15.
^ ^a ^b "Synchrony Makes Deal". The Cincinnati Post. HighBeam Research. 2000-11-15. Archived from the original on 2014-06-10. Retrieved 2014-01-15.

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[1] "What is CIM? How does it differ from CRM?". Destination CRM. 2002-09-13. Archived from the original on 2014-01-16. Retrieved 2014-01-15.

[mmo-2] A. Asohan (2013-12-17). "Two MSC companies unite on customer experience front". The Malay Mail. Retrieved 2014-01-15.

[hb_post-3] "Synchrony Makes Deal". The Cincinnati Post. HighBeam Research. 2000-11-15. Archived from the original on 2014-06-10. Retrieved 2014-01-15.

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[2]

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See also

References