Defines the set of capabilities that are used to plan, schedule and control the activities between the customer and the enterprise both before and after a product or service is offered.
- Brand Management
Defines the set of capabilities that support the application of a trade name to a product or service as well as developing an awareness for the name.
- Call Center Management
Defines the set of capabilities that handle telephone sales and/or service to the end customer.
- Contact Management
Defines the set of capabilities that keep track of people and the related activities of an organization.
- Contact and Profile Management
Provide a comprehensive view of all customer interactions, including calls, email, correspondence and meetings; also provide for the maintenance of a customer’s account, business and personal information.
- Customer / Account Management
Defines the set of capabilities that support the retention and delivery of a service or product to an organization’s clients.
- Customer Analytics
Defines the set of capabilities that allow for the analysis of an organization’s customers as well as the scoring of third party information as it relates to an organization’s customers.
- Customer Feedback
Defines the set of capabilities that are used to collect, analyze and handle comments and feedback from an organization’s customers.
- 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 organization's customers; includes performance evaluation of partners, if necessary.
- Product Management
Defines the set of capabilities that facilitate the creation and maintenance of products and services.
- Sales and Marketing
Defines the set of capabilities that facilitate the promotion of a product or service and capture of new business.
- Surveys
Defines the set of capabilities that are used to collect useful information from an organization’s customers.
