<p>Copyright TM Forum 2005-2008<br/></p><p><br/></p><p><b>Extended Description</b><br/></p><p>CRM Support & Readiness processes ensure the support capability is in place to allow the CRM Fulfillment, Assurance and Billing processes to operate effectively.  <br/></p><p><br/></p><p>The responsibilities of these processes include, but are not limited to:<br/></p><p>•    Provision of sales, product and customer process infrastructure;, <br/></p><p>•    policy support and decision support knowledge for customers and customer interactions (including billing activities), sales activity and sales interactions, and product offerings;<br/></p><p>•    management & analysis of sales campaigns (including direct and outbound calling);<br/></p><p>•    management and analysis of sales activity and sales opportunities (including funnel and prospect analysis and support);<br/></p><p>•    maintaining and managing stocks of marketing collateral to be distributed using the Marketing Fulfillment processes;<br/></p><p>•    maintaining inventories to support the sales, product and customer data required by the FAB and CRM OS&R processes <br/></p><p>•    monitoring and reporting on the capabilities and costs of the individual CRM FAB processes; and<br/></p><p>•    longer-term trend analysis on product, ,sales and customer FAB processes in order to establish the extent to which enterprise targets for these processes are being achieved and/or the need for the processes to be modified.<br/></p><p><br/></p><p>These processes support the operational introduction of new processes and infrastructure to support new and/or enhanced product offerings, new and/or enhanced sales capability and new and/or enhanced customer management capabilities and are responsible for conducting operations readiness testing and acceptance. They develop the procedures for the specific Fulfillment, Assurance and Billing processes and keep them up to date. After successful testing, these processes accept the new or enhanced process capabilities and manage a full-scale introduction for general availability.<br/></p>