Customer Interaction Management::Customer Interface Management

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MODA / Business Process Framework / Process / Customer Domain / Customer Interaction Management / Customer Interface Management

Project:
Customer Interface Management : Public <<TMF_Process>> eTOM Process
Created: 6/28/2022 5:17:16 PM
Modified: 1/16/2025 11:26:34 AM
Project:
Advanced:
Customer Interface Management processes are responsible for managing all interfaces between the enterprise and potential and existing customers. They deal with contact management, understanding the reason for contact, directing customer contacts to the appropriate process, contact closure, exception management, contact results analysis and reporting. CRM contact may be related to one or several of Service Fulfillment, Service Assurance (service quality management and trouble or problem management) and Billing related customer enquiries or contacts.<br/>
  • Associations To
  • Associations From
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Element Source Role Target Role
«TMF_Domain» Customer Domain
Domain «TMF_DomainAggregatesProcess» 		Name:  
  		Name:  
 
Details:
 
«TMF_Vertical» Fulfillment
Vertical «TMF_VerticalAggregatesProcess» 		Name:  
  		Name:  
 
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«TMF_Vertical» Billing
Vertical «TMF_VerticalAggregatesProcess» 		Name:  
  		Name:  
 
Details:
 
«TMF_Vertical» Assurance
Vertical «TMF_VerticalAggregatesProcess» 		Name:  
  		Name:  
 
Details:
 
«TMF_Process» Customer Interaction Management
eTOM Process «TMF_isComposedByProcess» 		Name:  
  		Name:  
 
Details:
 
Element Source Role Target Role
«TMF_Process» Analyze & Report on Customer
eTOM Process «TMF_isComposedByProcess» 		Name:  
  		Name:  
 
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«TMF_Process» Manage Request (Including Self Service)
eTOM Process «TMF_isComposedByProcess» 		Name:  
  		Name:  
 
Details:
 
«TMF_Process» Mediate & Orchestrate Customer Interactions
eTOM Process «TMF_isComposedByProcess» 		Name:  
  		Name:  
 
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Tag Value
BriefDescription Managing all interfaces between the enterprise and potential and existing customers.
Details:  
HierarchyLevel 3
Details:
Description: the level of this object in the hierarchy (1-x integer)
Issue Business Process Framework 13.0 Modification
Business Process Framework 15.0 Modification
Business Process Framework 15.5 Modification
Discontinue
Manage Profile/Service
Details:  
Maturity 4
Details:
Description: the maturity level of this element  (1-x integer)
Original Process Identifier 1.1.1.18.9
Details:  
Process Identifier 1.3.5.9
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TMFStatus Released
Details:
Values: Released,Preliminary,Draft,Not Fully Developed,likelyToChange,likelyToBeDeprecated
Description: the TM Forum status
UID 00017
Details:
Description: Unique Process ID
Property Value
isFinalSpecialization: 0
Object Type Connection Direction Notes
«TMF_Metric» # Customer Contacts About Billing Metric Dependency From  
«TMF_Metric» % Customer Contacts, By Request Type Metric Dependency From  
«TMF_Metric» # Customer Contacts, By Contact Type Metric Dependency From  
«TMF_Metric» # Customer Calls Abandoned Metric Dependency From  
«TMF_Metric» # Customer Contacts About Usability Of Installed Service Metric Dependency From  
«TMF_ABE» Customer Party Roles ABE ABE Dependency To  
«TMF_Metric» # Minutes Customer Request Handling Time, From Receipt, To Completion Metric Dependency From  
«TMF_Metric» % Customer Contacts, By Contact Type Metric Dependency From  
«TMF_Metric» # Seconds Customer Call Waiting Time Metric Dependency From  
«TMF_Metric» Average Handle Time Metric Dependency From  
«TMF_Metric» # Minutes Customer Information Handling Time, Per Customer Request Metric Dependency From  
«TMF_Metric» # Customer Requests Handled To Completion On First Call Metric Dependency From  
«TMF_Metric» # Customer Contacts, By Request Type Metric Dependency From  
«TMF_Metric» % Contacts Successful Metric Dependency From  
«TMF_Metric» First Call Resolution (FCR) Metric Dependency From  
«TMF_Metric» Average Hold Time Metric Dependency From  
«TMF_Metric» # Minutes Customer Information Handling Time Metric Dependency From  
«TMF_Metric» # Customer Contacts Metric Dependency From  
«TMF_Metric» # Customer Requests Metric Dependency From  
«TMF_Metric» # Customer Contacts About Billing, Per Customer Bill Issued Metric Dependency From  
«TMF_Metric» # Customer Contacts About Usability Of Installed Service, Per Activation Metric Dependency From  
«TMF_Metric» # Customer Contacts About ReReported Customer Incidents Metric Dependency From  
«TMF_Metric» # Customer Requests (x1000), Per Customer Metric Dependency From  
«TMF_Metric» # Customer Requests (x1000) Metric Dependency From  
«TMF_Metric» $ Channel Cost Metric Dependency From