Frameworx Process: Customer Management

Category: (2) eTOM Process Type

Process Identifier: 1.3.4

Original Process Identifier: 1.1.1.16

Maturity Level: 4

Description

Manage the relationship of the Customer and the enterprise.

Extended Description

The purpose of this process is to manage the relationship of the Customer and the enterprise. This process may be triggered at very early stages of the customer lifecycle (for example, for leads and prospects which are potential customers) and until the termination of the customer relationship between the enterprise and the customer. This processes is in charge of managing the customer relationship with the enterprise and of the customer profile. This process ensure that each customer gets a unique identity and that customer identities are not duplicated in the enterprise. This process is also in charge of evaluating the customer value, the customer risk (credit risk, fraud risk, influence risk, and churn risk) of validating the customer satisfaction. The customer data is managed by the Customer Information Management process.

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 Management

Appears on these diagrams:

• 1.3. Customer Management Domain
• 1.3.4 Customer Management
• Business Process Framework Level 1 Overview - START HERE
• Business Process Framework Level 1 Overview - START HERE backup
• Business Process Framework Top level Domain Only

is a more detailed diagram for the

• 1.3.4 Customer Management

Issues

• Business Process Framework 15.0 Modification
• Business Process Framework 15.5 Modification
• Design Digital Services
• Operate Digital Services
• Validate contact or create new customer contact
• What are all the places throughout the process that we will be communicating with the customer (phone call, email, web-portal)?
• What are the customer's communication needs?
• What are the customer's reporting needs?
• What are the key customer touch points?
• Wholesale: what does the process of customer/partner on-boarding look like?

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