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]

## See also

* Customer relationship management

## References

1. ↑ "What is CIM? How does it differ from CRM?". Destination CRM. 2002-09-13. http://www.destinationcrm.com/Articles/Older-Articles/Experts-on-Call/What-is-CIM-How-does-it-differ-from-CRM-45200.aspx. Retrieved 2014-01-15.
2. ↑ 2.0 2.1 A. Asohan (2013-12-17). "Two MSC companies unite on customer experience front". The Malay Mail. http://www.themalaymailonline.com/tech-gadgets/article/two-msc-companies-unite-on-customer-experience-front. Retrieved 2014-01-15.
3. ↑ 3.0 3.1 "Synchrony Makes Deal". The Cincinnati Post. HighBeam Research. 2000-11-15. http://www.highbeam.com/doc/1G1-66996318.html. Retrieved 2014-01-15.

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