Companies particularly doing e-business achieve decisive competitive advantages by knowing their customers' wishes in detail, guaranteeing them customized service, and establishing long-term relationships with them. By delivering 24/7 personalized access to customer service via the Internet, a call centre, or face to face, they can get the most from their company's existing customers, and develop an ongoing stream of satisfied customers in the future .
Customer information management covers methods and technologies used by companies to manage their relationships with clients. Information stored on existing customers (and potential customers) is analyzed and used to this end . Automated information management processes are often used to generate automatic personalized marketing based on the customer information stored in the system.
In its broadest sense, customer information management covers all interaction and business with customers. A good CIM program allows a business to acquire customers, provide customer services and retain valued customers.
CIM applications often track customer interests and requirements, as well as their buying habits. This information can be used to target customers selectively. ...