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Frameworx Process: Customer Interface Management

Category: (3) eTOM Process Type

Process Identifier: 1.3.5.9

Original Process Identifier: 1.1.1.18.9

Maturity Level: 4

Description

Managing all interfaces between the enterprise and potential and existing customers.

Extended Description

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.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

Reserved for future use.

Candidate Optional

Reserved for future use.

Candidate Interactions

Reserved for future use.

(3) eTOM Process Type Customer Interface Management

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Information (Primary eTOM to SID)

Issues

  • Business Process Framework 13.0 Modification
  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification
  • Discontinue
  • Manage Profile/Service

Frameworx Applications (Partial eTOM to TAM)


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:15