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. Some customers may prefer paper less communication like email or phone call, some may prefer face-to-face interaction or physical letter. Whatever the communication channel is, it is important for an organization to reach customers via their preferred channels only. 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. Normally, a CIM application will be deployed in a contact centre and used by the agents while communicating with clients customers of the organisation.

See also

• Customer relationship management