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.
Normally, a CIM application will be deployed in a
contact centre and used by the agents while communicating with clients customers of the organisation.
Customer Interaction Management systems handle communication across multiple different
channels, such as (but not exclusive to)
e-mail,
SMS
Short Message/Messaging Service, commonly abbreviated as SMS, is a text messaging service component of most telephone, Internet and mobile device systems. It uses standardized communication protocols that let mobile devices exchange short text ...
,
telephone
A telephone is a telecommunications device that permits two or more users to conduct a conversation when they are too far apart to be easily heard directly. A telephone converts sound, typically and most efficiently the human voice, into e ...
,
Instant Messaging
Instant messaging (IM) technology is a type of online chat allowing real-time text transmission over the Internet or another computer network. Messages are typically transmitted between two or more parties, when each user inputs text and trigge ...
,
whitemail
Whitemail, coined as an opposite to blackmail, has several meanings.
Economics
In economics, whitemail is an anti-takeover arrangement in which the target company will sell significantly discounted stock to a friendly third party. In return, t ...
(
scanned documents) and
social media
Social media are interactive media technologies that facilitate the creation and sharing of information, ideas, interests, and other forms of expression through virtual communities and networks. While challenges to the definition of ''social medi ...
.
See also
*
Customer interaction tracker
*
Customer relationship management
Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
CRM systems compile data from a ra ...
References
Customer relationship management software
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