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

Customer relationship management

Customer relationship management is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing,...

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 cutomer, 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.