A number of guiding principles have led to the development of InteractCM's comprehensive Customer Management Process in large-scale environments. The aims of the process include:

	To realise the full potential of an Organisation's Customer base
	For an Organisation to serve each & every customer well: meeting needs and exceeding expectations
	For an Organisation's key resources to be specifically and optimally allocated to serving targeted customer segments and customers
	For each of the 5 stages of the Customer Management Process to
		be clearly defined
		be well understood
		be appropriately resourced
		be tightly linked (or coupled)
		have its status reported regularly at senior executive and board levels
	For the Customer Management Process to be consciously recognised as an integrated, end-to-end, organisation-wide process.
	For Customer Information to be recognised as one of the Organisation's key assets (i.e. resources), equivalent in importance to Capital or Human Resources
	A Senior Executive to be appointed to be responsible for the Customer Management Process and for growing and managing the Customer Information Asset
	The status of the Customer Information Asset and Customer Management Process to be frequently monitored by the Board and Senior Executive
	Co-ordinated development and use of Customer Information as a key organisational resource
	Comprehensive and accurate customer reporting system (including Customer Information Quality) with high visibility at Senior Executive and Board level

Interact has also developed a number of key insights that summarise many of our philosophies. These include :

	Enduring relationships produce exceptional returns
	The customer franchise - Potentially your most important strategic asset
	The customer franchise - The strength of the bond an organisation has with its customers
	Customers - The ultimate source of corporate wisdom
	Customers - Potentially the most valuable asset
	Extraordinary relationships - Extraordinary potential
	To be effective, understand the whole customer relationship
	Customers - Your Original Asset
	Customers - The origin, the source
	Quality relationships have their own rewards
	Always keep close to your customers
	Quality relationships - endless opportunities
	90% of Customers don't complain (about a poor experience), they just leave!
	Data has no value, information is useful, knowledge is a competitive weapon
	Technology enables, people deliver