Talisma Launches CIM Forum to Improve Online Customer Interactions

Strategic Insights -

The CIM Forum, a business and technology consortium focused on managing online customer interactions, has been launched by Talisma Corporation. The forum aims to explore thought leadership opportunities, key performance indicators, and technical infrastructure associated with creating consistent and positive customer experiences. The charter members include companies such as Epson, IBM, Microsoft, Outsell, Pitney Bowes, and Sprint.

Key Takeaways:

  • The CIM Forum was created to improve enterprise Customer Interaction Management (CIM) and the overall customer and agent experience, with a focus on improving consumer loyalty.
  • The forum is sponsored by IBM and Talisma, and is co-managed by eVergance, with founding members including Epson, IBM, Microsoft, Outsell, Pitney Bowes, and Sprint.
  • The CIM Forum will share best practices regarding CIM and foster change in online customer service business processes to increase customer satisfaction and loyalty.
  • The forum will release white papers on topics such as enterprise chat, email management, Web self-service, knowledge management, and cross-channel analytics.
  • According to a report by JupiterResearch, 63% of U.S. online consumers used text chat at least once in 2005, compared to 41% in 2001.
  • The CIM Forum's mission is to continuously improve enterprise CIM and provide a voice in the CRM industry to drive improvements in customer service.
  • 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.

Statistics:

  • 63% of U.S. online consumers used text chat at least once in 2005, compared to 41% in 2001 (Customer Service Through Text Chat, JupiterResearch, May 2006).
  • A report by Forrester states that "A poor service experience may be all that it takes for a customer to decide to go elsewhere." (Twenty-Three Best Practices for Customer Service Center, Forrester, October 2005).
  • The CIM Forum will release white papers on various topics related to CIM, starting with enterprise chat.

Sources:

  • (Customer Service Through Text Chat, JupiterResearch, May 2006)
  • (Twenty-Three Best Practices for Customer Service Center, Forrester, October 2005)
  • www.talisma.com
  • www.cimforum.org