Frameworx Process: Selling

Category: (2) eTOM Process Type

Process Identifier: 1.1.9

Original Process Identifier: 1.1.1.4

Maturity Level: 4

Description

Responsible for managing prospective customers, for qualifying and educating customers, and matching customer expectations

Extended Description

Selling processes are responsible for managing prospective customers, for the qualification and education of the customer and for matching customer expectations to the enterprise’s products and services and ability to deliver. These processes also manage the response to customer RFPs.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

Interactions

Candidate Explanatory

Reserved for future use.

Candidate Mandatory

Selling processes are responsible for managing prospective customers, for the qualification and education of the customer and for matching customer expectations to the enterprise’s products and services and ability to deliver. These processes also manage the response to corporate customer formal requests for information, proposals or quotes - RFPs.

Candidate Optional

Reserved for future use.

Candidate Interactions

Sales, requests, queries

(2) eTOM Process Type Selling

Appears on these diagrams:

• 1. Market/Sales Management Domain
• 1.1.9 Selling
• Business Process Framework Level 1 Overview - START HERE
• Business Process Framework Level 1 Overview - START HERE backup
• Business Process Framework Top level Domain Only
• Mapping eTOM Selling to MM & Corporate Sales Management - Detailed
• Mapping eTOM Selling to MM & Corporate Sales Management
• Mapping TAM Order Management - Detailed
• Mapping TAM Voucher Management

is a more detailed diagram for the

• 1.1.9 Selling

Frameworx Information (Primary eTOM to SID)

• Contact_Lead_Prospect ABE
• Customer ABE

Frameworx Information (Secondary eTOM to SID)

• Customer Interaction ABE
• Customer Service Level Agreement ABE
• Customer Statistic ABE
• Product ABE
• Product Offering ABE

Frameworx Applications (Automated eTOM to TAM)

• Customer Order Management

Issues

• Are there any changes to the ordering process?
• Business Process Framework 15.0 Modification
• Business Process Framework 15.5 Modification
• Design Digital Services
• Do you have a rule engine or analytic system to guide the interaction between customers and the CSR or other self-service channels?
• Do you use Offer recommendation Engine? What customer characteristics do you consider
• Does the service needs be recommeded at the time of sale?
• eHealth View
• Enhance Selection
• Implement Digital Services
• Is the feature (specification) value add or revenue generating?
• Is the service available for the customer?
• Monetize Services
• Offer Catalog browsing
• Operate Digital Services
• Place Order
• Receive
• Renew Contract
• What are the customer eligibility/qualification criteria?
• What are the customer eligibility/qualification criteria? Could be different for premise or customer. Is driven by sales or resources.
• What are the rules around MACD, rollbacks?
• What order volumes are expected (over time)?
• Will there be self-service ordering?

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