Glossary

Customer Interaction Management (CIM)

Customer Interaction Management (abbreviated CIM) deals with how an enterprise or organisation communicates with its customers; this means how to manage strategies, organisations and integrated solutions which are used to enable communication between companies or organisations and their customers, using a wide range of different channels such as telephony, IVR1, e-mail, fax, web, SMS.

Whether it is face-to-face, by phone, e-mail, web or other channels, Customer Interaction Management requires an understanding of the people, process and technology that are necessary to make customers have the kind of contact experience that leaves them feeling cared for and satisfied.

In CIM different strategies and solutions are used in order to manage communication with customers using different channels and to integrate those communication channels. The customer himself chooses his preferred communication medium in order to receive best support in accordance with his requests.

CIM is a requirement for an enterprise, or organisation that wishes to improve customer service while reducing the cost of service. CIM is also a vital part of Customer Relationship Management (CRM) and it is the aspect of CRM that deals with customer communication.