Managing Customer Relationships through Customer interaction management

One of the biggest challenges enterprises are facing today is that customer service operates separately from the rest of the enterprise. Systems, channels, and applications operate in silos, creating an inconsistent customer experience and increased customer service costs. Customer Interaction Management Platform solves this by managing customer interactions across all touch points. Business is changing because our customers are changing. Their buying decisions and shopping habits are changing. Fundamental changes are taking place in their preferences and behaviour. And more so, the ways in which we talk to them are changing. They expect and demand to be spoken to on a personalised and one-to-one basis. More than that, customers expect an unprecedented level of emotional commitment and honesty from the brands they trust, support and buy.

This paper aims at developing a model for customer interaction management, long-lasting, and strong brand attachments for the consumers. Customer interaction management is an important factor for promoting active participation as it leads to Brand loyalty. A strong interaction management between your target market and your brand can increase sales volumes, increase customer loyalty and enable you to charge up to 200 percent more than your competitors.