SRM – Customer Services
The Customer (or Client) Services Domain defines the set of capabilities that are directly related to an internal or external customer/client, the business’s interaction with the customer/client and the customer/client-driven activities or functions. The Customer/Client Services Domain represents those capabilities and services that are at the front end of a line of business and interface at varying levels with the customer in relation to the service that the customer/client consumes or relies upon.
SRM Client Services
| Service Area | Description |
|---|---|
| Call Centre | Handle telephone sales and/or service to the end customer |
| Customer Analytics | Allow for the analysis of an organizations’ customers, as well as the scoring of third-party information as it relates to an organizations’ customers |
| Sales and Marketing | Facilitate the promotion of a product or service and capture of new business |
| Product Management | Facilitate the creation and maintenance of products and services |
| Customer/Account Management | Support the retention and delivery of a service or product to an organisation’s clients |
| Contact and Profile | Provide a comprehensive view of all customer interactions, including calls, e-mail, correspondence and meetings; also provides for the maintenance of a customer’s account, business and personal information |
| Partner Relationship Management | Provide a framework to promote the effective collaboration between an organization and its business partners, particularly members of the distribution chain (e.g. channel and alliance partners, resellers, agents, brokers and dealers) and other third parties that support operations and service delivery to an organizations’ customers; includes performance evaluation of partners (if necessary). |
| Customer Feedback | s used to collect, analyse and handle comments and feedback from an organizations’ customers |
| Surveys | Are used to collect useful information from an organizations’ customers |
| Service Component | Component Description |
|---|---|
| Personalization | Change a user interface and how data is displayed |
| Subscriptions | Allow a customer to join a forum, list-server, or mailing list |
| Service Component | Component Description |
|---|---|
| Online Help | Provide an electronic interface to customer assistance |
| Online Tutorials | Provide an electronic interface to educate and assist customers |
| Self-Service | Allow an organisation’s customers to sign up for a particular service at their own initiative |
| Reservations / Registration | Allow electronic enrolment and confirmations for services |
| Multi-Lingual Support | Allow access to data and information in multiple languages |
| Assistance Request | Support the approach from a customer for support |
| Scheduling | Define the set of capabilities that support the plan for performing work or service to meet the needs of an organizations’ customers |