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5. Customer Management Domain

(1) TAM Application Type Privacy Dashboard (1) TAM Application Type Customer & Network Care (1) TAM Application Type Customer Insight Management (1) TAM Application Type Customer Loyalty Management (1) TAM Application Type Billing Events Management (1) TAM Application Type Charge Calculation and Balance Management (1) TAM Application Type Case Management (1) TAM Application Type Customer Service Representative Toolbox (1) TAM Application Type Bill Calculation (1) TAM Application Type Collection Management (1) TAM Application Type Customer SLA Management (1) TAM Application Type Customer Order Management (1) TAM Application Type Customer Problem Management (1) TAM Application Type Online Charging (Deleted) (1) TAM Application Type Transactional Document Production (1) TAM Application Type Billing Account Management (1) TAM Application Type Receivables Management (1) TAM Application Type Product/Service Rating (Deleted) (1) TAM Application Type Billing Inquiry, Dispute & Adjustment Management (1) TAM Application Type Customer Information Management (1) TAM Application Type Bill Format / Render (1) TAM Application Type Customer Self Management Frameworx Domain Customer Domain (1) TAM Application Type Customer Quality of Service & Service Level Agreement Management (Deleted)

5. Customer Management Domain

Diagram Description

Customer Relationship Management (CRM) processes and functions are defined by the Business Process Framework (TMF GB 921) as the process grouping that considers the fundamental knowledge of customers needs and includes all functionalities necessary for the acquisition, enhancement and retention of a relationship with a customer.

The customer as defined by the e-TOM e-business reference model is responsible for ordering, using and (usually) paying for service products. The customer may represent an end-customer, where the product provided by the value network is consumed, or a wholesale customer that resells the product provided, generally with some added value. The customer may also be a corporate customer that potentially has many contact people, departments, sites, services and billing accounts with the service provider.

CRM encompasses the end to end lifecycle of the customer, from customer initiation/acquisition, sales, ordering and service activation, customer care and support, proactive campaigns, cross sell/up sell and retention/loyalty. CRM needs to involve all the touch points and channels to the customer, including contact center, retail stores, dealers, self service, and field service, as well as via any media (phone, face to face, web, mobile device, Chat, Email, SMS, mail, the customer’s bill, etc.).

As an example, the following diagram describes the typical work flow of customer service representatives (CSRs) of Communication Service Providers (Diagram Figure 7: Typical work flow of Customer Service Representatives).

Another significant component of CRM evolves around marketing activities. This includes retention management, cross-selling, up-selling and direct marketing for the purpose of selling to customers. CRM also includes the collection of customer information and its application to personalize, customize and integrate delivery of service to a customer, as well as to identify opportunities for increasing the value of the customer to the enterprise.

In the Telecom Applications Map, a number of systems and applications provide these functions. Typically an operator may have the following applications:


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