# Customer interaction management

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**Customer Interaction Management** (**CIM**) refers to a type of [Enterprise Software Application](/source/Enterprise_software) which is responsible for managing the interaction between an organisation and its customers.[1] Normally, a CIM application will be deployed in a [contact centre](/source/Contact_centre_(business)) and used by the agents while communicating with clients customers of the organisation.[2][3] Customer Interaction Management systems handle communication across multiple different [channels](/source/Channel_(communications)), such as (but not exclusive to) [e-mail](/source/E-mail), [SMS](/source/SMS), [telephone](/source/Telephone), [Instant Messaging](/source/Instant_Messaging), [whitemail](/source/Whitemail) ([scanned documents](/source/Image_scanner)) and [social media](/source/Social_media).[2][3]

## See also

- [Customer relationship management](/source/Customer_relationship_management)

## References

1. ["What is CIM? How does it differ from CRM?"](https://web.archive.org/web/20140116132503/http://www.destinationcrm.com/Articles/Older-Articles/Experts-on-Call/What-is-CIM-How-does-it-differ-from-CRM-45200.aspx). *Destination CRM*. 2002-09-13. Archived from [the original](http://www.destinationcrm.com/Articles/Older-Articles/Experts-on-Call/What-is-CIM-How-does-it-differ-from-CRM-45200.aspx) on 2014-01-16. Retrieved 2014-01-15.

1. A. Asohan (2013-12-17). ["Two MSC companies unite on customer experience front"](http://www.themalaymailonline.com/tech-gadgets/article/two-msc-companies-unite-on-customer-experience-front). [The Malay Mail](/source/The_Malay_Mail). Retrieved 2014-01-15.

1. ["Synchrony Makes Deal"](https://web.archive.org/web/20140610235724/http://www.highbeam.com/doc/1G1-66996318.html). *[The Cincinnati Post](/source/The_Cincinnati_Post)*. [HighBeam Research](/source/HighBeam_Research). 2000-11-15. Archived from [the original](http://www.highbeam.com/doc/1G1-66996318.html) on 2014-06-10. Retrieved 2014-01-15.

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Adapted from the Wikipedia article [Customer interaction management](https://en.wikipedia.org/wiki/Customer_interaction_management) by Wikipedia contributors ([contributor history](https://en.wikipedia.org/wiki/Customer_interaction_management?action=history)). Available under [Creative Commons Attribution-ShareAlike 4.0 International](https://creativecommons.org/licenses/by-sa/4.0/). Changes may have been made.