Frameworx Home

Application Framework (TAM)

Business Process Framework (eTOM)

Business Process Framework Flows

Information Framework (SID)

Business Metrics High Level

All Diagrams

Frameworx Processes

Frameworx Applications

Information Framework ABEs

Frameworx Metrics

Views

5.5 Customer Insight Management

(2) TAM Application Type Customer Recommended Action (2) TAM Application Type Customer Operational Decisioning (2) TAM Application Type Customer Context Map Building (2) TAM Application Type Customer Experience Monitoring (2) TAM Application Type Customer Profiling (1) TAM Application Type Customer Insight Management (2) TAM Application Type Customer Satisfaction Validation (2) TAM Application Type Customer Relationship Analysis (Deleted) (2) TAM Application Type Personalize Customer Profile (Deleted!) (2) TAM Application Type Interaction Management (Deleted!) (2) TAM Application Type Build Customer Insight (Deleted!) (2) TAM Application Type Analyze and Manage Customer Risk (Deleted!) (2) TAM Application Type Verify Customer Relationship (Deleted!)

5.5 Customer Insight Management

Diagram Description

Customer contact management, retention and loyalty applications are a varied group of functions that are generally sold as part of a Customer Relationship Management (CRM) suite of applications. These applications allow an operator create, update and view the customer’s information (names, addresses, phone numbers, organizational hierarchy), record and view all customer interactions across different communication channels and department, so that whoever is speaking to a customer can see the history of issues that have concerned that customer, be they order issues, billing enquiries or service problems. More sophisticated systems allow capabilities to highlight customers as risk of switching to an alternative carrier (churn indicator) and provide comparisons with other operator’s service packages to allow customer care agents to try to persuade a customer that their current operator can provide the best value for money. These indicators can be provided via integration to business intelligence platforms.

Issues


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:07