Customer Information Management (CIM) is a method of successfully managing customer data in a business. IT experts in CIM deal with all of the consumer IDs and data points that exist within a specific business architecture.
Typically, customer information management is done throughout an architecture. For example, cross-indexing accounts to provide more easily available client identities or names, or account histories, would be considered CIM. Workers performing CIM may be required to analyze more structured or less structured data, such as collecting stray bits of information from Internet forums or mining customer names and numbers from letters or other print communications.
The ultimate purpose of CIM is to organize all of a company’s information about customers in any element of its software architecture, breaking down data silos so that the company has the finest intelligence and gets the most from its data assets.
The majority of businesses have a customer relationship management (CRM) system in place. A CRM solution can manage data on potential customers, sales calls, and proposals at the start of the customer journey. When a prospective buyer converts into a customer, the solution keeps track of information such as contacts, contracts, renewal dates, and customer interactions. When businesses deploy a CRM solution, they frequently overlook a critical issue: how to maintain and organize client records associated with CRM transactions.
Why is Customer Information Management So Important?
- Much of the most important client information is difficult to access without document management. CRM software is used to manage structured data such as company names and addresses, order numbers, and customer service concerns and their resolution. Only so much can be learned from client data. Combining it with information from relevant documents such as proposals, contracts, communications, and emails, which provide context for the data, yields real insight.
- Customers can contact your firm via a variety of channels and expect to receive the same level of service whether they contact you by email, a web form, a chatbot, or a mobile device. Customers become irritated by delays caused by information being dispersed across many, separate platforms. Consider the last time you called a corporation and were passed around from department to department before your problem was fixed. When their information isn’t found right away, they may be concerned about security.
- A crucial aspect of the customer experience is the speed with which sales and customer care employees reply to consumer inquiries. The quality of your service degrades when you don’t have a complete history of customer data and documents in a central database. Your employees’ responses will be slower, and their responses to client questions will likely be incomplete. Follow-up is significantly faster and more efficient with document management because all authorized team members have access to the information they need. Duplicate data entry is also eliminated when your CRM and document management systems are integrated. The data can be entered only once and then shared.
- The consequences of mishandling client data are rapidly rising. It’s not uncommon to hear about data breaches and privacy abuses. Without document management, dealing with these new, frequently competing standards is a losing proposition.
- According to analysis, the amount of data created between 2020 and 2024 will outstrip that created over the previous 30 years. When will you begin to develop a strategy to handle this growth if you don’t start now?
- Customers can rapidly share their displeasure with your service via social media and peer review systems if they are unhappy with it. Companies that fail to meet customer expectations can lose their reputations.
Why should you use CIM in your company?
- Your firm must PCI compliance and protect the privacy of your customers’ personal information.
- You want to give returning customers the option of not having to re-enter their personal information each time they visit your website.
- You bill your customers in varying amounts or on different days each month, or only when they utilize the service.
- Allow Customers to save Various Payment Methods for future transactions.
- Allow customers to save multiple shipping addresses.
Customer profiles, which comprise invoicing, payment, and shipping information, are supported by CIM. Each profile is saved on secure servers and given a unique ID that replaces all consumer data. You can manually manage client profiles and transactions via the Merchant Interface, or you can use an Application Programming Interface to integrate your website or other application (API). You can also examine and search for customer profiles through the Merchant Interface, as well as review a profile’s transaction history.
A Web developer’s knowledge is required to integrate the CIM API into your website. The CIM API Guide can be found online. Your Web developer can help you integrate the API with any proprietary systems you’re using, create customer accounts with user names and passwords, or come up with alternative ways to link a returning consumer to their saved profile.