6 Service Reference Model
6.3 Customer Services Domain
The Customer Services Domain (Figure 6-3) defines the set of capabilities that are directly related to an internal or external customer, the business's interaction with the customer and the customer-driven activities or functions. The Customer Services Domain represents those capabilities and services that are at the front end of a business and interface at varying levels with the customer.
| [1001] Customer Relationship Management | [1002] Customer Preferences |
[1003] Customer Initiated Assistance |
|---|---|---|
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Figure 6-3: Customer Services Domain
6.3.1 [1001] Customer Relationship Management
Capabilities within this Service Type 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.
| Service Component | Defines the set of capabilities that |
|---|---|
| 100101 Call Centre Management |
Handle telephone sales and/or service to the end customer |
| 100102 Customer Analytics |
Allow for the analysis of an organisation's customers, as well as the scoring of third-party information as it relates to an organisation's customers |
| 100103 Sales and Marketing |
Facilitate the promotion of a product or service and capture of new business |
| 100104 Product Management |
Facilitate the creation and maintenance of products and services |
| 100105 Brand Management |
Support the application of a trade name to a product or service as well as developing an awareness for the name |
| 100106 Customer/Account Management |
Support the retention and delivery of a service or product to an organisation's clients |
| 100107 Contact and Profile Management |
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 |
| 100108 Partner Relationship Management |
Provide a framework to promote the effective collaboration between an organisation 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 organisation's customers; includes performance evaluation of partners, if necessary |
| 100109 Customer Feedback |
Is used to collect, analyse and handle comments and feedback from an organisation's customers |
| 100110 Surveys |
Are used to collect useful information from an organisation's customers |
6.3.2 [1002] Customer Preferences
Capabilities within this Service Type allow an organisation's customers to change a user interface and the way that data is displayed.
| Service Component | Defines the set of capabilities that |
|---|---|
| 10201 Personalisation |
Change a user interface and how data is displayed |
| 100202 Subscriptions |
Allow a customer to join a forum, listserv, or mailing list |
| 100203 Alerts and Notifications |
Allow a customer to be contacted in relation to a subscription or service of interest |
6.3.3 [1003] Customer Initiated Assistance
Capabilities within this Service Type allow customers to proactively seek assistance and service from an organisation.
| Service Component | Defines the set of capabilities that |
|---|---|
| 100301 Online Help |
Provide an electronic interface to customer assistance |
| 100302 Online Tutorials |
Provide an electronic interface to educate and assist customers |
| 100303 Self-Service |
Allow an organisation's customers to sign up for a particular service at their own initiative |
| 100304 Reservations/Registration |
Allow electronic enrolment and confirmations for services |
| 100305 Multi-Lingual Support |
Allow access to data and information in multiple languages |
| 100306 Assistance Request |
Support the approach from a customer for support |
| 100307 Scheduling |
Define the set of capabilities that support the plan for performing work or service to meet the needs of an organisation's customers |
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