Customer Interaction Management
Customer Interaction Management (CIM) can be defined as the technologies and processes that help organizations to efficiently customize, manage, and execute all interactions with their customers.
In today's competitive environment, all companies need to strive to ensure that customers have a positive, consistent experience across all interactions and channels. And StarPound provides a software platform that allows you to do just that.
"Customers" in the New Business Ecosystem
Your "customers" are no longer just the end-consumers of your products and services. They are your vendors, partners, suppliers, and even other employees. Each of these stakeholder groups needs to be served at the highest possible level in order to ultimately provide the best service to those actual end customers.
These stakeholder groups form the incredibly unique business ecosystem for your organization. In turn, your business ecosystem is intrinsically tied to everyone else's through the fabric of the global economy. Let's face it, the world is much smaller these days.
However, there is a drawback to the world getting smaller. The more stakeholders, systems, and data get added to the mix, the more there is a need for system interoperability and integration. There is a reverse correlation between the two.
With this added complexity and responsibility comes a need for a new way of marshalling and directing the flow of information. At StarPound, we have a saying: "Deliver the right information, to the right person, at the right time." And that's exactly what we can help you do.
The Umbrella of Customer Interaction Management
CIM has the potential to, and indeed should, touch all parts of an organization, from the contact center and the back office, to the sales team and the warehouse.
The true benefits and ROI of customer interaction management initiatives can only be fully realized when the flow of information through the organization is facilitated by technology that can be quickly and easily customized and adapted to a company's ever-evolving business needs. In other words, through business process management.
The flow of building and deploying a typical StarPound application is fairly straightforward:
- Model your key business processes using our visual process modeler (StarPound Studio)
- Incorporate relevant data sources (internal, external, database, web services) to bring them into the context of those business processes
- Deploy those business processes into the cloud where they are available as on-demand web, voice, or data services, or stand-alone applications
- Use the StarPound API to integrate those on-demand services into your own content management system or portal as widgets, portlets, or other assets
The Big Shift
At StarPound, we believe that we are moving toward a paradigm shift whereby all employees, irrespective of their role, will effectively be "customer service agents." No longer will the best access to key information be constrained to customer service agents who deal with end-customers. Every employee has a need for timely access to the most relevant and accurate information possible in order to satisfy the broader promises of Customer Interaction Management. And StarPound makes this possible.
By using StarPound Studio to model and communicate-enable your critical business processes, your business ecosystem can start working for you, rather than the other way around.
Whether your customer service agents and other employees are novice or experienced, in-house or outsourced, onshore or offshore, call center based or remote/at-home, StarPound's approach to delivering information over a converged business network is a path worth exploring.
Want to Learn More?
We welcome the opportunity to chat with you further about our software platform, and our unique method of driving transactional, on-demand business processes for your organization.
