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Frameworx Process: Customer Information Management

Category: (2) eTOM Process Type

Process Identifier: 1.3.6

Original Process Identifier: 1.1.1.17

Maturity Level: 4

Description

Manage customer information after customer contracts or associated service orders have been finalized and during the order completion phase. Ensure that any customer information required by other CRM processes is updated as part of the customer order completion.

Extended Description

The purpose of this process is to record and maintain customer information in the csp in order to: -Support day to day operation of CSP -Enable SP to provide best customer experience -Support customer segmentation for successful marketing campaign -Support analytical systems such as churn and fraud When the customer information is not needed any more by the online systems (according to CSP policies and regulation) this process is in charge of archiving the information (if accepted to the customer)

Explanatory

Not used for this process element.

Mandatory

Not used for this process element.

Optional

Not used for this process element.

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.

(2) eTOM Process Type Customer Information Management

Appears on these diagrams:

is a more detailed diagram for the

Issues

  • Business Process Framework 13.0 Addition
  • Business Process Framework 15.0 Modification
  • Business Process Framework 15.5 Modification
  • Design Digital Services
  • Implement Digital Services
  • Operate Digital Services
  • Validate contact or create new customer contact
  • What are the customer's communication needs?
  • What are the customer's reporting needs?
  • What customer information is needed to complete an order? Does the required info depend on the options chosen?

This was created from the Frameworx 16.0 Model


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