Category: (3) eTOM Process Type
Process Identifier: 1.3.5.9
Original Process Identifier: 1.1.1.18.9
Maturity Level: 4
Managing all interfaces between the enterprise and potential and existing customers.
Customer Interface Management processes are responsible for managing all interfaces between the enterprise and potential and existing customers. They deal with contact management, understanding the reason for contact, directing customer contacts to the appropriate process, contact closure, exception management, contact results analysis and reporting. CRM contact may be related to one or several of Service Fulfillment, Service Assurance (service quality management and trouble or problem management) and Billing related customer enquiries or contacts.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
This was created from the Frameworx 16.0 Model