1 Customer Relationship Management
1 Customer Relationship Management
1.1 Customer Relationship Management - Support & Readiness
1.2 Customer Interface Management
1.3 Marketing Fulfillment Response
1.4 Selling
1.5 Order Handling
1.6 Problem Handling
1.7 Customer QoS & SLA Management
1.8 Retention & Loyalty
1.9 Bill Invoice Management
1.10 Bill Payments & Receivables Management
1.11 Bill Inquiry Handling
1.1.1 Support Customer Interface Management
1.1.2 Manage Campaign
1.1.3 Support Order Handling
1.1.4 Manage Customer Inventory
1.1.5 Support Problem Handling
1.1.6 Manage Product Inventory
1.1.7 Support Retention & Loyalty
1.1.8 Manage Sales Inventory
1.1.9 Support Marketing Fulfilment
1.1.10 Support Bill Invoice Management
1.1.11 Support Selling
1.1.12 Support Bill Payments & Receivables Management
1.1.13 Support Customer QoS & SLA
1.1.14 Support Bill Inquiry Handling
1.2.1 Manage Contact
1.2.2 Manage Query (inc. Self Service)
1.2.3 Analyse & Report On Customer
1.2.4 Mediate & Orchestrate Customer Interactions
1.3.1 Issue & Distribute Marketing Collaterals
1.3.2 Track Leads
1.4.1 Manage Prospect
1.4.2 Qualify & Educate Customer
1.4.3 Negotiate Sales
1.4.4 Acquire Customer Data
1.4.5 Cross & Up Selling
1.5.1 Track & Manage Customer Order Handling
1.5.2 Determine Customer Order Feasibility
1.5.3 Issue Customer Orders
1.5.4 Authorise Credit
1.5.5 Complete Customer Order
1.5.6 Close Customer Order
1.5.7 Report Customer Order Handling
1.6.1 Track & Manage Customer Problem
1.6.2 Create Customer Problem Report
1.6.3 Isolate Customer Problem
1.6.4 Correct & Recover Customer Problem
1.6.5 Report Customer Problem
1.6.6 Close Customer Problem Report
1.7.1 Track & Manage Customer QoS Performance Resolution
1.7.2 Manage Customer QoS Performance Degredation Report
1.7.3 Manage Customer QoS Violation
1.7.4 Assess Customer QoS & SLA Performance
1.7.5 Report Customer QoS Performance
1.7.6 Close Customer QoS Performance Degradation Report
1.8.1 Establish & Terminate Customer Relationship
1.8.2 Build Customer Insight
1.8.3 Analyse & Manage Customer Risk
1.8.4 Personalise Customer Profile for Retention & Loyalty
1.8.5 Validate Customer Satisfaction
1.9.1 Apply Pricing Discount, Adjustments & Rebates
1.9.2 Create Customer Bill Invoice
1.9.3 Produce & Distribute Bills
1.10.1 Manage Customer Billing
1.10.2 Manage Customer Payments
1.10.3 Manage Customer Debt Collection
1.11.1 Track & Manage Customer Bill Inquiry Resolution
1.11.2 Manage Customer Bill Inquiry Report
1.11.3 Assess Customer Bill Inquiry Report
1.11.4 Authorise Customer Bill Invoice Adjustment
1.11.5 Report Customer Bill Inquiry
1.11.6 Close Customer Bill Inquiry Report
1.1.1.1 Agree Interaction Standards
1.1.1.2 Establish Customer Interface Management Information
1.1.1.3 Establish Customer Interface Management Materials
1.1.1.4 Establish Customer Interface Management Systems
1.1.1.5 Establish Customer Interface Management Resource
1.1.1.6 Manage Customer Interface Management Information
1.1.1.7 Manage Customer Interface Management Materials
1.1.1.8 Manage Customer Interface Management Systems
1.1.1.9 Manage Customer Interface Management Resource
1.1.1.10 Customer Interface Trend Analysis
1.1.1.11 Report Customer Interface Trend Analysis
1.1.2.1 Monitor Campaign
1.1.2.2 Campaign Trend Analysis
1.1.2.3 Report Campaign Trend Analysis
1.1.2.4 Modify Campaign
1.1.2.5 Report Campaign Effectiveness
1.1.2.6 Establish Marketing Fulfillment Response
1.1.3.1 Establish Notification Lists
1.1.3.2 Manage Notification Lists
1.1.3.3 Forecast Customer Order Handling Volume Requirements
1.1.3.4 Order Handling Infrastructure Capacity Planning
1.1.3.5 Establish Customer Order Handling Infrastructure Organisation
1.1.3.6 Monitor Customer Order Handling Infrastructure Organisation
1.1.3.7 Create Customer Order Handling Infrastructure Deployment Support Tools
1.1.3.8 Deploy Customer Order Handling Infrastructure Deployment Support Tools
1.1.3.9 Modify Customer Order Handling Infrastructure Deployment Support Tools
1.1.3.10 Upgrade Customer Order Handling Infrastructure Deployment Support Tools
1.1.3.11 Author Operational Procedures
1.1.3.12 Review Operational Procedures
1.1.3.13 Approve Operational Procedures
1.1.3.14 Customer Order Handling Infrastructure Acceptance Testing
1.1.3.15 Detect Customer Order Handling Infrastructure Limitations
1.1.3.16 Detect Customer Order Handling Infrastructure Deployment Incompatibilities
1.1.3.17 Report Customer Order Handling Infrastructure Limitations
1.1.3.18 Report Customer Order Handling Infrastructure Deployment Incompatibilities
1.1.3.19 Roll-out Customer Order Handling Infrastructure
1.1.3.20 Monitor Customer Order Handling Infrastructure Capacity Utilisation
1.1.3.21 Report Customer Order Handling Infrastructure Capacity Utilisation
1.1.3.22 Re-configure Under-utilised Deployed Customer Order Handling Infrastructure
1.1.3.23 Re-arrange Under-utilised Deployed Customer Order Handling Infrastructure
1.1.3.24 Manage Obsolete Customer Order Handling Infrastructure Recovery
1.1.3.25 Manage Unviable Customer Order Handling Infrastructure Recovery
1.1.3.26 Manage Obsolete Customer Order Handling Infrastructure Removal
1.1.3.27 Manage Unviable Customer Order Handling Infrastructure Removal
1.1.3.28 Report Customer Order Handling Infrastructure Capacity
1.1.3.29 Track Customer Order Handling Infrastructure Deployment Processes
1.1.3.30 Monitor Customer Order Handling Infrastructure Deployment Processes
1.1.3.31 Report Customer Order Handling Infrastructure Deployment Processes Capability
1.1.3.32 Establish Customer Order Handling Notification Facilities
1.1.3.33 Establish Customer Order Handling Notification Lists
1.1.3.34 Manage Customer Order Handling Notification Facilities
1.1.3.35 Manage Customer Order Handling Notification Lists
1.1.3.36 Order Handling Trend Analysis
1.1.3.37 Report Order Handling Trend Analysis
1.1.4.1 Identify Customer Inventory-relevant Information Requirements
1.1.4.2 Identify Customer Inventory Repository Facilities
1.1.4.3 Establish Customer Inventory Repository Facilities
1.1.4.4 Maintain Customer Inventory Repository Facilities
1.1.4.5 Establish Customer Inventory Management Processes
1.1.4.6 Manage Customer Inventory Management Processes
1.1.4.7 Establish Customer Information Capture Processes
1.1.4.8 Manage Customer Information Capture Processes
1.1.4.9 Manage Customer Inventory Registration Processes
1.1.4.10 Manage Customer Inventory Access Control Processes
1.1.4.11 Audit Customer Inventory
1.1.4.12 Track Customer Inventory Repository Access
1.1.4.13 Monitor Customer Inventory Repository Access
1.1.4.14 Track Customer Inventory Repository Usage
1.1.4.15 Monitor Customer Inventory Repository Usage
1.1.4.16 Identify Customer Inventory Repository Shortcomings
1.1.4.17 Report Customer Inventory Repository Shortcomings
1.1.5.1 Establish Problem Notification Lists
1.1.5.2 Manage Problem Notification Lists
1.1.5.3 Problem Handling Trend Analysis
1.1.5.4 Report Problem Handling Trend Analysis
1.1.5.5 Request Additional Product Data Collection Scheduling
1.1.5.6 Request Additional Product Performance Testing Scheduling
1.1.5.7 Develop Product Proactive Maintenance Programs
1.1.5.8 Manage Product Proactive Maintenance Programs
1.1.5.9 Request Preventive Provisioning
1.1.5.10 Track Problem Handling Processes
1.1.5.11 Monitor Problem Handling Processes
1.1.5.12 Report Problem Handling Processes
1.1.6.1 Identify Product Inventory-Relevant Information Requirements
1.1.6.2 Identify Product Inventory Repository Facilities
1.1.6.3 Establish Product Inventory Repository Facilities
1.1.6.4 Maintain Product Inventory Repository Facilities
1.1.6.5 Establish Product Inventory Management Processes
1.1.6.6 Manage Product Inventory Management Processes
1.1.6.7 Establish Product Information Capture Processes
1.1.6.8 Manage Product Information Capture Processes
1.1.6.9 Manage Product Inventory Access Control Processes
1.1.6.10 Audit Product Inventory
1.1.6.11 Track Product Inventory Repository Access
1.1.6.12 Monitor Product Inventory Repository Access
1.1.6.13 Track Product Inventory Repository Usage
1.1.6.14 Monitor Product Inventory Repository Usage
1.1.6.15 Identify Product Inventory Repository Shortcomings
1.1.6.16 Report Product Inventory Repository Shortcomings
1.1.7.1 Manage Customer Data Access List
1.1.7.2 Analyse Current Requests
1.1.7.3 Identify Materials Need
1.1.7.4 Identify Systems Need
1.1.7.5 Request Additional Resource
1.1.7.6 Customer Acquisition Trend Analysis
1.1.7.7 Customer Churn Trend Analysis
1.1.7.8 Assess Loyalty Scheme Effectiveness
1.1.7.9 Report Trend Analysis
1.1.8.1 Identify Sales Inventory-relevant Information Requirements
1.1.8.2 Identify Sales Inventory Repository Facilities
1.1.8.3 Establish Sales Inventory Repository Facilities
1.1.8.4 Maintain Sales Inventory Repository Facilities
1.1.8.5 Establish Sales Inventory Management Processes
1.1.8.6 Manage Sales Inventory Management Processes
1.1.8.7 Establish Information Capture Processes
1.1.8.8 Manage Information Capture Processes
1.1.8.9 Manage Registration Processes
1.1.8.10 Manage Access Control Processes
1.1.8.11 Audit Sales Inventory Repository
1.1.8.12 Track Sales Inventory Repository Access
1.1.8.13 Monitor Sales Inventory Repository Access
1.1.8.14 Track Sales Inventory Repository Usage
1.1.8.15 Monitor Sales Inventory Repository Usage
1.1.8.16 Report Sales Inventory Repository Access & Usage
1.1.8.17 Identify Sales Inventory Repository Shortcomings
1.1.8.18 Report Sales Inventory Repository Shortcomings
1.1.9.1 Monitor Planned Product Launches
1.1.9.2 Monitor Current Marketing Fulfillment Activity
1.1.9.3 Assess Capability
1.1.9.4 Redistribute Existing Capability
1.1.9.5 Enable New Capability
1.1.9.6 Marketing Trend Analysis
1.1.9.7 Report Marketing Trend Analysis
1.1.10.1 Schedule Pricing Discount, Adjustments & Rebates
1.1.10.2 Design & Develop Invoicing Process
1.1.10.3 Determine Bill Invoice Access List
1.1.10.4 Establish Physical Bill Production Cycle
1.1.10.5 Establish Bill Production Requirements
1.1.10.6 Establish Bill Distribution Requirements
1.1.10.7 Establish Bill Production Commercial Agreements
1.1.10.8 Establish Bill Distribution Commercial Agreements
1.1.11.1 Agree Interaction Standards
1.1.11.2 Monitor Marketing Campaigns
1.1.11.3 Monitor Selling Trends
1.1.11.4 Establish Capability
1.1.11.5 Redistribute Existing Capability
1.1.11.6 Enable New Capability
1.1.11.7 Administer Selling Processes
1.1.11.8 Monitor Channel Effectiveness
1.1.11.9 Report Channel Effectiveness
1.1.11.10 Trend Analysis
1.1.11.11 Report Trend Analysis
1.1.12.1 Establish Collection Channels
1.1.12.2 Establish Collection Information
1.1.12.3 Establish Collection Systems
1.1.12.4 Bill Payments Trend Analysis
1.1.12.5 Define Debt Thresholds
1.1.13.1 Establish Notification Lists
1.1.13.2 Manage Notification Lists
1.1.13.3 Maintain Notification Lists
1.1.13.4 Monitor Product Groups
1.1.13.5 Develop Performance Threshold Standards
1.1.13.6 Maintain Performance Threshold Standards
1.1.13.7 Trend Analysis
1.1.13.8 Report Trend Analysis
1.1.13.9 Monitor For Underlying Product Issues
1.1.13.10 Analyse for Underlying Product Issues
1.1.13.11 Aggregative Customer Group Analysis
1.1.13.12 Aggregative SLA Analysis
1.1.13.13 Update Product Inventory Repository
1.1.13.14 Establish Planned Service Outage Notification Facilities
1.1.13.15 Manage Planned Service Outage Notification Facilities
1.1.13.16 Negotiate Planned Service Outage Agreements
1.1.13.17 Track Customer QoS & SLA Management Processes
1.1.13.18 Monitor Customer QoS & SLA Management Processes
1.1.13.19 Report Customer QoS & SLA Management Processes
1.1.13.20 Support Customer QoS & SLA Management Support Process
1.1.14.1 Create Bill Adjustment Policies
1.1.14.2 Manage Bill Adjustment Policies
1.1.14.3 Establish Bill Inquiry Notification Lists
1.1.14.4 Manage Bill Inquiry Notification Lists
1.1.14.5 Establish Bill Inquiry Information
1.1.14.6 Establish Bill Inquiry Systems
1.1.14.7 Establish Bill Inquiry Resources
1.1.14.8 Request Additional Resource
1.1.14.9 Bill Inquiry Trend Analysis
1.1.14.10 Report Bill Inquiry Trend Analysis
1.2.1.1 Identify Contact
1.2.1.2 Develop Contact
1.2.1.3 Enhance Contact
1.2.1.4 Update Contact Record
1.2.2.1 Query Via Website
1.2.2.2 Query Via Service Operations Centre
1.2.2.3 Query Via Agent
1.2.2.4 Query By e-Mail
1.2.2.5 Query By Post
1.2.2.6 Query By SMS
1.2.2.7 Query By Fax
1.2.2.8 Query Via Account Manager or Executive
1.2.2.9 Query Via Business Sales Office
1.2.2.10 Query Via Reseller
1.2.2.11 Query From Event
1.2.2.12 Query Via Employee
1.2.2.13 Query Via Supplier or Partner
1.2.2.14 Query Via Company Store
1.2.3.1 Gather Customer Data
1.2.3.2 Analyse Customer Data
1.2.3.3 Report Customer Data
1.2.4.1 Agree Standards
1.2.4.2 Define Inbound Conversion Protocols
1.2.4.3 Define Outbound Conversion Protocols
1.3.1.1 Mail Shots
1.3.1.2 Event Media (Leaflets & Displays)
1.3.1.3 Newspapers & Magazines
1.3.1.4 TV & Radio
1.3.1.5 Internet
1.3.1.6 Voice Messaging
1.3.1.7 Text Messaging
1.3.1.8 Direct Marketing
1.3.1.9 Shops & Franchises
1.3.2.1 Track & Manage Leads
1.3.2.2 Gather Lead Data
1.3.2.3 Evaluate Leads
1.3.2.4 Report Leads
1.4.1.1 Analyse Prospect Needs
1.4.1.2 Identify Solutions
1.4.1.3 Assign Prospect
1.4.1.4 Track Prospect
1.4.1.5 Report Prospect
1.4.2.1 Assess Risk
1.4.2.2 Assess Effort
1.4.2.3 Research & Suggest Alternatives
1.4.3.1 Negotiate Features
1.4.3.2 Negotiate Service Levels
1.4.3.3 Negotiate Pricing & Discounts
1.4.3.4 Sign-off Formal Agreement
1.4.4.1 Acquire Customer Data Detail
1.4.5.1 Analyse Usage
1.4.5.2 Analyse Problems
1.4.5.3 Analyse Complaints
1.4.5.4 Identify Solutions
1.4.5.5 Make Recommendation
1.5.1.1 Orchestrate Customer Order
1.5.1.2 Schedule Customer Provisioning Activities
1.5.1.3 Coordinate Customer Provisioning Activities
1.5.1.4 Assign Customer Provisioning Activities
1.5.1.5 Generate Service Order Creation Request
1.5.1.6 Escalate Customer Order Status
1.5.1.7 Track Provisioning Activities
1.5.1.8 Update Existing Order
1.5.1.9 Cancel Customer Order
1.5.2.1 Assess Resource Availability
1.5.2.2 Assess Service Availability
1.5.2.3 Assess Process Support
1.5.2.4 Report Feasibility
1.5.3.1 Gather & Verify Order Information
1.5.3.2 Create Customer Order
1.5.3.3 Report Non-Standard Activities
1.5.4.1 Initiate Credit Check
1.5.4.2 Assess Credit Risk
1.5.4.3 Approve Or Reject Credit
1.5.4.4 Report Credit Decision
1.5.5.1 Manage Commissioning
1.5.5.2 Manage Testing
1.5.5.3 Manage Delivery
1.5.5.4 Manage Product Training
1.5.5.5 Report Changes
1.5.6.1 Close Customer Order Detail
1.5.7.1 Monitor Customer Order Status
1.5.7.2 Issue Change Notifications
1.5.7.3 Provide Management Reports
1.6.1.1 Schedule Recovery Activities
1.6.1.2 Assign Recovery Activities
1.6.1.3 Coordinate Recovery Activities
1.6.1.4 Track Recovery Activities
1.6.1.5 Schedule Repair Activities
1.6.1.6 Assign Repair Activities
1.6.1.7 Coordinate Repair Activities
1.6.1.8 Track Repair Activities
1.6.1.9 Schedule Restoration Activities
1.6.1.10 Assign Restoration Activities
1.6.1.11 Coordinate Restoration Activities
1.6.1.12 Track Restoration Activities
1.6.1.13 Generate Customer Trouble Report Creation Request
1.6.1.14 Update Problem Report
1.6.1.15 Cancel Problem Report
1.6.1.16 Escalate Customer Trouble Report
1.6.2.1 Open New Customer Trouble Report
1.6.2.2 Format Received Information
1.6.2.3 Verify Received Information
1.6.2.4 Estimate Restoration Time
1.6.3.1 Verify Product Use
1.6.3.2 Customer Problem Diagnostics
1.6.3.3 Report Customer Diagnostics
1.6.3.4 Update Customer Problem Report
1.6.4.1 Educate Customer
1.6.4.2 Re-Assess Customer Needs
1.6.4.3 Report to Other Processes
1.6.4.4 Identify Restoration Requirements
1.6.4.5 Update Customer Problem Report
1.6.5.1 Monitor Customer Problem Report Status
1.6.5.2 Provide Change Notifications
1.6.5.3 Create Management Reports
1.6.6.1 Notify Status Change
1.6.6.2 Update Customer
1.6.6.3 Close Customer Problem Report Detail
1.7.1.1 Assign Service Performance Analysis Activities
1.7.1.2 Coordinate Service Performance Analysis Activities
1.7.1.3 Track Service Performance Analysis Activities
1.7.1.4 Assign Restoration Activities
1.7.1.5 Coordinate Restoration Activities
1.7.1.6 Track Restoration Activities
1.7.1.7 Assign Improvement Activities
1.7.1.8 Coordinate Improvement Activities
1.7.1.9 Track Improvement Activities
1.7.1.10 In-Jeopardy Report Escalation
1.7.2.1 Create Customer QoS Performance Degradation Report
1.7.2.2 Modify Customer QoS Performance Degradation Report
1.7.2.3 Cancel Customer QoS Performance Degradation Report
1.7.2.4 Format & Verify Degradation Data
1.7.3.1 Analyse Degradation
1.7.3.2 Report Service Quality Issues
1.7.3.3 Instigate Resolution Request
1.7.3.4 Check Customer Satisfaction
1.7.3.5 Planned Works Notification
1.7.4.1 Collect Service Performance Information
1.7.4.2 Collect Resource Performance Information
1.7.4.3 Format Performance Information
1.7.4.4 Negotiate with Other Processes
1.7.5.1 Monitor Performance Report Status
1.7.5.2 Notify Status Changes
1.7.5.3 Notify Constraints
1.7.5.4 Assess QoS & SLA Management Process
1.7.6.1 Close Customer QoS Performance Degradation Report Detail
1.8.1.1 Check Customer Identity
1.8.1.2 Establish New Customer Identity
1.8.1.3 Update Customer Identity
1.8.1.4 Terminate Customer Identity
1.8.1.5 Cleanse Customer Identity Database
1.8.1.6 Report Customer Termination
1.8.1.7 Dismantle Customer Solution
1.8.2.1 Gather Customer Information
1.8.2.2 Verify & Update Customer Record
1.8.2.3 Publish Customer Information
1.8.3.1 Determine Credit Risk
1.8.3.2 Determine Fraud Risk
1.8.3.3 Determine Influence Risk
1.8.3.4 Determine Churn Risk
1.8.3.5 Report Risk
1.8.4.1 Score Churn
1.8.4.2 Score Up-sell
1.8.4.3 Score Cross-sell
1.8.4.4 Score Bad Debt
1.8.4.5 Score Customer Lifetime Value
1.8.4.6 Score Customer Analysis
1.8.4.7 Score Marketing Campaign
1.8.4.8 Report Scoring
1.8.4.9 Update Customer Profile
1.8.5.1 Validate Service Delivery
1.8.5.2 Ensure Billing Activated
1.8.5.3 Ensure Assurance Activated
1.8.5.4 Ensure Customer Acceptance
1.9.1.1 Apply Customer Specific Pricing
1.9.1.2 Apply Customer Specific Charging
1.9.1.3 Apply Customer Specific Discounts
1.9.1.4 Apply Customer Specific Credits
1.9.1.5 Apply Customer Specific Taxes
1.9.1.6 Review & Incorporate Previous Adjustments
1.9.2.1 Render & Format Invoice
1.9.2.2 Verify Invoice Quality
1.9.2.3 Deliver For Distribution
1.9.2.4 Archive Invoice Data
1.9.3.1 Manage Physical Bill Production Cycle
1.9.3.2 Manage Bill Production Commercial Agreements
1.9.3.3 Manage Bill Distribution Commercial Agreements
1.9.3.4 Manage Bill Production Capabilities
1.9.3.5 Manage Bill Distribution Capabilities
1.9.3.6 Invoice Delivery
1.9.3.7 Insert Co-ordination
1.9.3.8 Delivery Medium Management
1.9.3.9 Production Run Management
1.9.3.10 Production Process Quality Management
1.9.3.11 Distribution Process Quality Management
1.10.1.1 Manage Billing Account Changes
1.10.1.2 Manage Product Assignment
1.10.2.1 Payment via Electronic Kiosk
1.10.2.2 Direct Debit
1.10.2.3 Over The Store Counter
1.10.2.4 Mailing Cheque
1.10.2.5 ATM
1.10.2.6 Internet
1.10.2.7 Phone Banking
1.10.2.8 Bulk Payments
1.10.2.9 Electronic Fund Transfer
1.10.2.10 Monitor Customer Payments
1.10.3.1 Manage Installment Payments
1.10.3.2 Manage Debt Recovery
1.10.3.3 Manage Billing Dispute
1.10.3.4 Manage Debt Write-Offs
1.10.3.5 Manage Debt Assignment
1.11.1.1 Schedule Customer Bill Inquiry Adjustment Activities
1.11.1.2 Assign Customer Bill Inquiry Adjustment Activities
1.11.1.3 Co-ordinate Customer Bill Inquiry Adjustment Activities
1.11.1.4 Modify Customer Bill Inquiry Report Status
1.11.1.5 Cancel Customer Bill Inquiry Report
1.11.1.6 Escalate Customer Bill Inquiry Report
1.11.2.1 Create Customer Bill Inquiry Report
1.11.2.2 Modify Customer Bill Inquiry Report
1.11.2.3 Cancel Customer Bill Inquiry Report
1.11.2.4 Format Received Information
1.11.2.5 Request Additional Information
1.11.3.1 Verify Customer Supplied Information
1.11.3.2 Assess Customer Supplied Information
1.11.3.3 Publish Investigation Results
1.11.3.4 Update Customer Bill Inquiry Report
1.11.3.5 Notify Status Change
1.11.4.1 Policy Check & Approval
1.11.4.2 Detailed Analysis & Approval
1.11.4.3 Update Records
1.11.4.4 Investigate Billing Processes
1.11.5.1 Monitor Customer Bill Inquiry Status
1.11.5.2 Provide Change Notifications
1.11.5.3 Provide Management Reports
1.11.6.1 Monitor Customer Bill Inquiry Report
1.11.6.2 Update Customer
1.11.6.3 Notify Status Change