Frameworx Application: Customer Information Management

Category: (1) TAM Application Type

Application Identifier: 5.1

Maturity Level: 4

Overview

Customer Information Management ensures the delivery of a consistent, accurate and complete customer view to operational and analytical touch-points across the service provider enterprise, thus enabling the optimization of key business processes and the leverage of new revenue opportunities. Customer information is typically scattered across mixed environment with fragmented, isolated customer data which needs to be consolidated, directly or using data federation. A Customer Information Management application, using context sensitive business logic, synchronizes customer information across all of service provider systems and reconciles customer data inconsistencies. Customer Information Management traditionally lies within the boundaries of Master Data Management (MDM), however, it is not mandatory.

Functionality

Customer Information Management functionality includes:

• Customer Hierarchy & Group Management
• Customer Profile Management
• Customer Credit Management
• Customer Interaction Collection & Storage
• Customer Subscription Management

Supported Business Services

Consumed Contracts

• Master Data Management (MDM) – Using COTS MDM contracts

Exposed Contracts

• Customer Information management

(1) TAM Application Type Customer Information Management

Appears on these diagrams:

• 5. Customer Management Domain
• 5.1 Customer Information Management
• Frameworx Application Diagram
• Mapping Index
• Mapping TAM Customer Information Management - Detailed
• Mapping TAM Customer Information Management

is a more detailed diagram for the

• 5.1 Customer Information Management

Frameworx Processes (Automated TAM to eTOM)

• Manage Customer Inventory
• Manage Sales Inventory

Issues

• Discontinue
• Manage Profile/Service

Frameworx Domains (Horizontal)

• Customer Domain

---