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Michael Maoz VP & Gartner Fellow Browse by this Analyst Esteban Kolsky Principal Analyst Research Browse by this Analyst Resources Search for Related Topics: CRM Customer Relationship Management Search for Any Topic Create Alerts for this Topic: CRM Customer Relationship Management Create Alerts for any Topic: Ask an Analyst Need to look up a term?   Check out our glossary Print this page

Once a stand-alone function, customer service is being integrated with other departments. A CIH supports customer relationship management and gives your customer service organization a more-strategic role.  Read More How the Customer Interaction Hub Will Improve CRM Enterprises struggle with a sustaining source of competitive advantage: customer intimacy. Central to the solution, the customer interaction hub engages the customer and delivers real-time insight at the point of interaction. A Functional Analysis of a Customer Interaction Hub Companies that are knowledgeable and responsive earn customer loyalty. A CIH can provide real-time tools and infrastructure to extend customer relationship management to all involved in customer-facing activities. CIH Migration Is Best-Suited to B2C Businesses Customer interaction hubs can help business-to-consumer companies meet integrated, multichannel demands for customer service. Companies with many well-understood interactions will derive the most benefits initially. Plumb the Smart Enterprise Suite for CIH Components Customer interaction hubs will benefit from many of the components of the smart enterprise suite. Reusing SES components will facilitate a rapid migration to a CIH; however, not all components are equally useful. Select the Right Search Method for the Job Selecting the proper search method, or combination of methods, for a customer interaction can save an organization up to 40 percent in related maintenance costs. The key is knowing how to match methods with interactions. Prepare to Put the Analytics Into Customer Interaction Hubs Every firm that implements one of these new frameworks for improving dealings with clients will need to choose a single analytical engine for it. We outline three steps to guide you through a maze of choices. The CIH Will Change How FSPs Do Business Customer interaction hubs enable financial services providers to improve consumers' experiences and build stronger customer loyalty. By anticipating customer issues and queries, CIHs allow companies to be more proactive.