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Talisma Launches Customer Interaction Management Forum
 Editorial Director,
Customer Inter@ction Solutions magazine
Customer interaction management (CIM) provider Talisma Corporation has announced the launch of what it's calling the CIM Forum, a new business and technology consortium focused on managing online customer interactions. CIM Forum charter members include Epson, IBM, Microsoft, Outsell, Pitney Bowes and Sprint.
Through events and research co-developed with CRM strategic advisory firm eVergance, the CIM Forum will explore opportunities, key performance indicators and technical infrastructure associated with creating consistent, positive customer experiences.
“The formation of a new industry organization focused solely on improving customer interaction management speaks to the growing importance of this area,” said Jon Prial, IBM ( News - Alert) vice president for Content Management and Discovery.
Prial continued: “As a provider of content discovery software that helps improve access to information for call centers and for customer interaction online, IBM is eager to share our knowledge of how better access to information, search and analytics software can help improve customer interactions.”
The CIM Forum was created as a result of the charter members’ mission to continuously improve enterprise CIM and the overall customer and agent experience. Built upon a strong customer service background and combined knowledge gleaned from hundreds of millions of chat, e-mail, and online support sessions, the CIM Forum intends to provide thought leadership and best practices for companies worldwide.
“We realize how important customer service is to our business which is why we’re collaborating with many of the world’s best companies to ensure that each and every customer is satisfied with our service,” said Ian Bodsworth, European Customer Interaction Manager of EPSON.
Bodsworth added: “The CIM Forum will be the voice in the CRM industry that will bring important service issues into discussion in order to drive improvements.”
Improving consumer loyalty is a key focus of the CIM Forum, as customers are likely to leave a company on account of a single negative customer service experience.
In a October, 2005 report titled Twenty-Three Best Practices for Customer Service Center, Forrester noted that “With similar products and services offered by multiple suppliers or vendors, customer loyalty is low.”
The report also states, “A poor service experience may be all that it takes for a customer to decide to go elsewhere.” The CIM Forum will not only share best practices regarding CIM, but will also foster change in online customer service business processes that increase customer satisfaction and loyalty.
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