<p>Copyright TM Forum 2006-2008<br/></p><p><br/></p><p><b>Overview</b><br/></p><p>Customer Information Management is a core piece of any CRM solution. This is an application that is used by all users across all channels, to allow creation, update, lookup/search and view of customer information. Customer Information includes, but is not limited to, the following:<br/></p><p><br/></p><p><b>Functionality</b><br/></p><p><ul><li>Customer name</li><br/></p><p><li>Contact persons  for this customer</li><br/></p><p><li>Account managers for this customer</li><br/></p><p><li>Customer Addresses (residence, billing, etc.)</li><br/></p><p><li>Customer contact phone numbers (landline, mobile, fax, etc.)</li><br/></p><p><li>Customer organizational hierarchy (relevant for household, business and corporate customers)</li><br/></p><p><li>The customer's existing products/services (linked to Customer Order Management)</li><br/></p><p><li>The customer's billing accounts (linked to Billing Account Management). The CRM application should be capable of linking multiple Billing Accounts that may be managed by different billing systems (e.g., for different lines of business</li><br/></p><p><li>The customer's current and past orders (linked to Customer Order Management)</li><br/></p><p><li>The customer's current and past trouble tickets (linked to Customer Service / Account problem resolution)</li><br/></p><p><li>The customer's interactions with the Service Provider via all channels (This is related to the Customer Contact Management Retention & Loyalty)</li><br/></p><p></ul><br/></p><p><b>Supported Contracts</b><br/></p><p><i>To Be Added</i><br/></p>