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CUSTOMER INTERACTION MANAGEMENT (CIM)

                       A CIM system manages the interaction between an organization and


               its  customers.  A  CIM  works  in  conjunction  with  CRM  system,  MRP

               system, and corporate data warehouses. Customer service representatives

               (CSRs)  use  CIM  to  interact  with  the  customers.  CIM  uses  multiple

               communication  channels  such  as  telephone,  SMS,  e-mail,  and  instant

               messaging (Figure 14-5).













































                       ENTERPRISE RESOURCE PLANNING (ERP) SYSTEM

                       ERP  uses  cartelized/integrated  software  to  assist  management  in

               managing and coordinating on-going activities of enterprises. Figure 14 -


               6 shows how ERP system fits into enterprise operation. ERP systems need




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