How does Customer Interaction Management (CIM) differ from CRM?
An increasing number of companies today utilize CRM systems to manage sales processes between the company and the customer. Most sales interactions that take place between a sales rep and a customer are manually documented in a CRM system, and are limited to personal phone calls, meetings and emails. By monitoring and supporting all of a customer’s web-based interactions and requests, Customer Interaction Management (CIM) provides the critical customer communication management link that is missing with most CRM systems today. CIM systems ensure the timely delivery of customer specific web-based interactions and information to the sales people, including their customer’s document and file downloads, knowledge base searches, customer feedback and support requests, survey results, and much more. All of these online interactions can now be tracked at the customer level in a CIM system such as the Customer Feedback Center, and can be provided in real-time to the people or departments who ne
