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. Normally, a CIM application will be deployed in a contact centre ...

, Customer Interaction Tracker (CIT) is a software and/or process of gathering information about

customer In sales, commerce, and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product or an idea - obtained from a seller, vendor, or supplier via a financial transaction or exchange for ...

s interactions against all levels throughout a business. A CIT does not only track customers who have actually bought a product or service, but also keeps track of future prospects and how they interact with sales organisations. The weak point of a CIT is that it demands that all user interactions be logged into the system. Failing to do so renders analysis uncertain and in worst case useless.

Customer privacy Consumer privacy is information privacy as it relates to the consumers of products and services. A variety of social, legal and political issues arise from the interaction of the public's potential expectation of privacy and the collection and di ...

laws must be obeyed at all stages.

CIT vs. CRM

The difference between a CRM system and CIT is the approach of what a "customer" actually is. CRM tends to see a customer as a user of a product or service, where CIT focuses on a broader perspective; from potential customer, active customer and terminated customer. By logging all actions a customer do when interacting with you as a company, in every level, on every product/service, trends can be analysed on very specific customer groups.

CIT vs. CRM

See also