Customer Interaction Management - Customer Contact with the Company is an excellent opportunity to perform customer loyalty, cross-selling or up-selling. If the Company has sound knowledge of its Customers, it can segment and organise targeted campaigns. These campaigns may take place when the Customer is visiting the Shops, or during the use of self-service device or even during access to the website via PC or mobile devices. The Company may also take the initiative and contact Customers by e-mail or via their mobile devices. Customer Interaction Management is normally based on a CRM solution and on customer contact channels.
Customers may also be segmented without an associated CRM by using Audience Detection and Analytics software or based on Customers’ choice of services at a ticket dispenser or Customer’s choice on the selection menus at a kiosk.