Frameworx Application: Customer Insight Management

Category: (1) TAM Application Type

Application Identifier: 5.5

Maturity Level: 4

Overview

Customer Insight Management enables Service Providers to leverage customer insight gained from customer transactions, interactions and activities with the Service Provider to treat the customer in a personalized manner and provide a unique customer experience.

Customer Insight gained can be applied to many domains pertaining to customer experience such as customer service, cross/up-sell, retention, etc. Although Customer Insight Management builds upon traditional business intelligence and analytics for customer transactions and interactions, it is unique as it provides real-time customer treatment for various aspects to provide relevant, timely, and personalized actions.

Functionality

 Customer Insight Management functionality includes:

• Customer Profiling
• Customer Experience Monitoring
• Customer Context Map Building
• Customer Operational Decisioning
• Customer Recommended Action
• Customer Satisfaction Validation

Supported Business Services

Consumed Contracts

• TBD

Exposed Contracts

• Customer Insight management

(1) TAM Application Type Customer Insight Management

Appears on these diagrams:

• 5. Customer Management Domain
• 5.5 Customer Insight Management
• Frameworx Application Diagram
• Mapping eTOM Retention and Loyalty - Detailed
• Mapping eTOM Retention and Loyalty
• Mapping Index

is a more detailed diagram for the

• 5.5 Customer Insight Management

Frameworx Processes (Automated TAM to eTOM)

• Enable Retention & Loyalty

Frameworx Processes (Partial TAM to eTOM)

• Customer Interface Management

Frameworx Information (Primary TAM to SID)

• Customer Interaction ABE
• Customer Statistic ABE

Frameworx Information (Secondary TAM to SID)

• Applied Customer Billing Rate ABE
• Customer ABE
• Customer Bill ABE
• Customer Bill Collection ABE
• Customer Order ABE
• Customer Problem ABE
• Customer Service Level Agreement ABE

Issues

• Application Framework 12.5 Modification
• Application Framework 13.0 Modification
• Application Framework 14.5 Modification

Frameworx Domains (Horizontal)

• Customer Domain

---