Customer interaction tracker

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Customer interaction tracker (CIT) is a software and/or process of gathering information about customers interactions against all levels throughout a business. A CIT does not only track customers who have actually bought a product or service, but also keeps track of future prospects and how they interact with sales organisations.

The difference between a CRM system and CIT is the approach and philosophy of what a customer actually is. CRM tends to see a customer as a user of a product or service, where CIT focuses on a broader perspective; from potential customer, active customer and terminated customer. By logging all actions a customer do when interacting with you as a company, in every level, on every product/service, trends can be analysed on very specific customer groups.

The weak point of a CIT is that it demands that all user interactions is logged into the system. Failing to do so renders analysis uncertain and in worst case useless.