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USMBOK™: USM130
Customer Relationship Management
Customer Relationship Management (CRM) acts as the true customer and business advocate, gathering needs for service and translating then into service requirements and consideration by the service fulfillment team.
CRM also helps determine demand for services based upon customer work patterns and ensures the goals of the service provider organization are aligned with the plans of the customer.
CRM is the primary marketer of services to the customer and is the customer representative and advocate during service negotiations and arbitration.
Charter Statement:
- To provide the service provider organization with information and processes necessary to know their customers, understand their needs, and effectively foster the customer relationship
Customer Relationship Management Quick Links
Best PracticesKey Performance Measures
Key Objectives
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The following key objectives are just some of those commonly found within this topic's standard operating practices:
A more complete list of objectives may be referenced in the Guide to the USMBOK and supporting reference materials.
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Key Concepts
The following key concepts are just some of those commonly found within this topic's standard operating practices:
- Customer need
- Customer service requirement
- Customer relationship
- Customer interface management
- Service access points
- Service encounter
- Customer interview
- Complaints handling
- Use case
A more complete list of concepts may be referenced in the Guide to the USMBOK and supporting reference materials.
Key Artifacts
The following key artifacts are just some of those commonly found within this topic's standard operating practices:
- Customer relationship plan
- Customer vision document
- Customer requirements interview
- Customer satisfaction survey
- Customer requirements plan
- Statement of requirements
- Demand statement
- Use case definitions
A more complete list of artifacts may be referenced in the Guide to the USMBOK and supporting reference materials.
Major Activities
The following major activities are representative of those commonly found within this topics's standard operating practices:
- Interview for needs and wants
- Define desired results
- Define vital customer activities
- Define use case models
- Define customer vision
- Define customer requirements
- Moderate customer requirements
- Negotiate customer service levels
- Manage customer relationship
- Conduct satisfaction survey
A more complete list of major activities may be referenced in the Guide to the USMBOK and supporting reference materials.
More...
The USMBOK provides a significant amount of additional information on each element of the framework, including this area. The additional information includes:
Best Practices :
Best practices represents a technique or method that through experience and research has reliably led to a desirable level of operation. The USMBOK provides specific guidance on the 'best practices' required to design, implement and sustain an efficient and effective operation and offer these through a subscription based service, the
Best Practice Statement Library.
Key Performance Measures :
The efficiency and effectiveness of an operation is measured through its 'performance'. The Performance Management Framework (PMF) provides three levels or types of measures to help manage performance from the strategic, tactical and operational perspective.
The USMBOK provides specific guidance on these 'key performance measures' through a dedicated, subscription based service, the
Key Performance Measure Library.
Extensions:
An 'extension' is an approved additional relevant reference to the USMBOK and typically in the form of :
- A book or publication with an ISBN or similar reference;
- A website page or pages;
- A white paper;
- A personally penned article or report;
- A periodical article or newsletter item;
More information on the available extensions and how they may be accessed or contributions submitted can be found here:
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