Return to the glossary index

Customer interaction management (CIM) is a term sometimes used to describe tools designed to improve customer interactions within a comprehensive customer relationship management (CRM) strategy. It often refers to solutions that provide access to real-time customer information during interactions (such as inbound calls) or automate certain interactions. However, this term has not truly gained traction in common practice, as it doesn’t offer significant innovation in the context of optimized CRM management and lacks a clearly established or recognized definition within the industry. It appears to be primarily used by vendors to promote new marketing tools.

Return to the glossary index