CUSTOMER INTERACTION MANAGEMENT (CIM) – is a term that refers to practices, strategies, and technologies that companies and individuals use to manage customer interactions with the goal to increase productivity and quality of those interactions.
For your business to survive in the information-overloaded world you need a new strategy
The bane of big data
A regular person conducts hundreds of interactions each day, that produce swaths of data and information. In order to make sense of data, it needs to be tracked and recorded neatly and consistently. Emails, IMs, phone calls, meetings – as customers add new communication channels to their arsenal, companies have to keep up with a constant stream of data from an array of resources.
Information overload impacts your business
Current information and communication overload complicate data collection. While data is unarguably a necessary step in understanding customer needs, data collection and systematization in a cognitive overload environment becomes an arduous task that slows down one’s work process. Productivity suffers and things fall through the cracks.
An industrial view of customer relationships
On top of this, acknowledging the importance of data, the companies confuse the profitable task of managing relationships with a task of accurate data collection. While data is being collected and analyzed, the companies forgo relationships. They aren’t aware of the variety of relationships and don’t know how to establish, reinforce or change their connections. The team shifts their focus from generating leads and servicing customers to data collection.
CIM as part of Customer Experience Management
CIM is the only way to deliver excellent Customer Experience at scale. With only one customer, you can create high-quality customer experience comparable to having a full-time personal assistant by customer’s side. However, this situation is far from reality. The more customers you acquire, the harder it is for you to handle information overload, and the lower is the quality of experiences you provide.
The implementation of a CIM software has a positive effect on customer satisfaction and business performance
CIM effects for customers
- Improved customer service
- Extreme personalization
- Complete and instant understanding of customer needs
- Improved filtering of offers
- Reduced time commitment
CIM effects for business
- Optimal quality, speed and cost alignment
- Increased productivity and reduced work-related stress levels
- Improved sales productivity
- Enhanced projected view of the company and brand
- Results driven collaborative environment
The ideas and technological forces behind CIM are shaping our future
CIM offers a radically new perspective on how to manage customer interactions.
Respond to real-time needs
Offer real-time experiences to your customers and provide the team with a 360-degree view of every interaction. CIM applications store all customer information, data and history in one place, provide immediate customer insights and ensure everyone in the team is up to date with the latest changes and updates.
Track and filter everything
CIM collects everything: contact data, internal discussions, notes, tags, history. You can then use the data to construct personalized responses, arrange and prioritize tasks, and offer suggestions on where to best focus your attention.
Tools that were once helpful, now represent an enormous hurdle. Our needs evolved, but the tools remained the same. Additionally, old tools gave birth to new problems. CIM responds to our immediate needs and offers solutions to existing as well as new problems.
Our clients report increased sales, as they constantly exceed customer expectations and enjoy effortless team productivity.