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Customer life cycle services management approach

Front-end processes

Back-end processes

Analytics

Acquisition

.	Campaign management
.	Lead management
.	New customer verification
.	Installation management
.	Dealer Helpdesk
.	Welcome calling


.	Activation/ order fulfillment
.	Billing engine management
.	Switch activation
.	Inventory management
.	ERP administration


.	Campaign response analysis
.	Direct mailer response analysis

Assurance

.	Product Helpdesk
.	Technical Helpdesk
.	Billing Helpdesk
.	Accounts receivables management
.	Service request/ticket management


.	Activation & deactivation management
.	Billing administration
.	Fraud management


.	Cross sell & up sell opportunities
.	Usage pattern analysis

Retention

.	Loyalty program Helpdesk
.	Retention Desk
.	Retention & cancellation management


.	Loyalty program administration
.	Service cancellation process


.	Loyalty program analysis
.	Predictive churn analysis

CEM

. Process redesign
. Process improvement
. Process efficiency tracking

- Customer life cycle services management approach