SP3: Manage customer relationships - Revision history

Andrea at 17:16, 5 March 2025

2025-03-05T17:16:47Z

← Older revision		Revision as of 19:16, 5 March 2025
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	<meta name="keywords" content="how to manage customer relationships, yasm customer relationships, yasm customer relationship management, service management customer relationship process" />		<meta name="keywords" content="how to manage customer relationships, yasm customer relationships, yasm customer relationship management, service management customer relationship process" />
	<meta name="description" content="The customer relationship management process in YaSM is about finding new customers for the service provider's offerings and establishing a mutually beneficial relationship with existing customers. This is achieved in particular by obtaining regular feedback from customers through customer meetings and surveys, and by dealing with customer requirements (and complaints) in a professional way." />		<meta name="description" content="The customer relationship management process in YaSM is about finding new customers for the service provider's offerings and establishing a mutually beneficial relationship with existing customers. This is achieved in particular by obtaining regular feedback from customers through customer meetings and surveys, and by dealing with customer requirements (and complaints) in a professional way." />
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	<meta property="og:title" content="SP3: Manage customer relationships \| YaSM Service Management Wiki" />		<meta property="og:title" content="SP3: Manage customer relationships \| YaSM Service Management Wiki" />
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/SP3:_Pflegen_der_Kundenbeziehungen"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/SP3:_Pflegen_der_Kundenbeziehungen"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>
	~~<p> </p>~~

	<p><b>Process name:</b> <a href="#Process_description">Manage customer relationships</a> - <b>Part of:</b> <a href="/wiki/en/index.php/Service_Management_Processes#Supporting_processes" title="The supporting processes in YaSM service management">Supporting processes</a>		<p><b>Process name:</b> <a href="#Process_description">Manage customer relationships</a> - <b>Part of:</b> <a href="/wiki/en/index.php/Service_Management_Processes#Supporting_processes" title="The supporting processes in YaSM service management">Supporting processes</a>
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			<meta itemprop="dateCreated" content="2025-03-05" />
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	<figure class="mw-halign-left" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="Manage customer relationships. - YaSM customer relationship management process SP3">		<figure class="mw-halign-left" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="Manage customer relationships. - YaSM customer relationship management process SP3">

	<img srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Manage-customer-relationships-yasm-sp3.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Manage-customer-relationships-yasm-sp3.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" fetchpriority="high" decoding="async" width="800" height="600" class="mw-file-element" alt="Fig. 1: Manage customer relationships. - YaSM customer relationship management process (CRM-Prozess) SP3. - Related with: Practice of ITIL 4 relationship management." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: 'Manage customer relationships'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="YaSM customer relationship management SP3">YaSM customer relationship management (CRM) process SP3</a>.</span></figcaption></figure></div></html>		<img srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Manage-customer-relationships-yasm-sp3.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Manage-customer-relationships-yasm-sp3.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" fetchpriority="high" decoding="async" width="800" height="600" class="mw-file-element" alt="Fig. 1: Manage customer relationships. - YaSM customer relationship management process (CRM-Prozess) SP3. - Related with: Practice of ITIL 4 relationship management." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: 'Manage customer relationships'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="YaSM customer relationship management SP3">YaSM customer relationship management (CRM) process SP3</a>.</span></figcaption></figure></div></html>
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	<p>Is based on: The CRM process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<p>Is based on: The CRM process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
	<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/><p>		<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html><br style="clear:both;"/><p>

			==Video==

			<html><figure class="mw-halign-left" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/customer-service-management-yasm" title="Start the video: Customer relationship management in YaSM"><img srcset="https://yasm.com/en/content/videos/customer-service-management-yasm/400px/yasm-customer-service-management.jpg 400w, https://yasm.com/en/content/videos/customer-service-management-yasm/480px/yasm-customer-service-management.jpg 480w, https://yasm.com/en/content/videos/customer-service-management-yasm/yasm-customer-service-management.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/customer-service-management-yasm/yasm-customer-service-management.jpg" decoding="async" width="400" height="225" class="mw-file-element" alt="Video about the YaSM CRM process (customer service management): The customer is king." /></a>
			<figcaption><span style="font-variant:small-caps;"><a href="https://yasm.com/en/videos/customer-service-management-yasm" title="Start the video: Customer relationship management (CRM) in YaSM">Video: YaSM customer relationship management</a></span></figcaption></figure>
			<p style="margin-top: 0px;">Customer focus is a key aspect of enterprise service management and ITSM.</p>
			<p>In this video Stefan Kempter explains how customer-centricity works, and how the YaSM service management model can help you stay focused on the customer and build a loyal customer base.</p>
			<p>Watch the video: <a href="https://yasm.com/en/videos/customer-service-management-yasm" title="Start the video: Customer relationship management (CRM) in YaSM">The customer is king</a> (7:30 min.)</p>
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	<p> </p>		<p> </p>

Andrea at 15:51, 11 October 2024

2024-10-11T15:51:06Z

Show changes

Andrea at 13:05, 30 May 2024

2024-05-30T13:05:45Z

Andrea at 16:24, 29 January 2024

2024-01-29T16:24:30Z

← Older revision		Revision as of 18:24, 29 January 2024
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	<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">		<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
	<dt itemprop="name">Service definition</dt>		<dt itemprop="name">Service definition</dt>
	<dd itemprop="description" style="margin-bottom: 1em;">A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service. A service can be provided using one or several other (internal or external) supporting services. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>		<dd itemprop="description" style="margin-bottom: 1em;">A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service. A service can be provided using one or several other (internal or external) supporting services. See also: <a href="https://yasm.com/wiki/en/index.php/Service_Definition_-_Template" title="Service definition document template">Checklist / document template 'Service definition'</a>. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
	<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">		<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
	<dt itemprop="name">Suggested process modification</dt>		<dt itemprop="name">Suggested process modification</dt>
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	<hr />		<hr />
	<p><i><u>Notes</u>:</i>		<p><i><u>Notes:</u></i>
	</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="~~Example~~: YaSM checklists and document templates">~~example~~</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>		</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Definition_-_Template" title="Service Definition document template">document template 'Service definition'</a> and <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists#yasm-template-example" title="Examples: YaSM checklists and document templates">more examples</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>
	</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>		</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>

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	==Roles and responsibilities==		==Roles and responsibilities==

	~~'''~~<span id="responsible">Process owner: ~~Customer relationship manager</span>~~'''		<span id="responsible">Process owner: The '''customer relationship manager''' is responsible for maintaining a positive relationship with customers. This role identifies customer needs and makes this information available to the service provider organization, so that the service provider is able to offer an appropriate range of services.</span>
	*The customer relationship manager is responsible for maintaining a positive relationship with customers. This role identifies customer needs and makes this information available to the service provider organization, so that the service provider is able to offer an appropriate range of services.

	<p> </p>		<p> </p>

	{\| class="wikitable" style="background: white~~; text-align:center; vertical-align:top~~; font-size: 90%~~; line-height: 1.3em;~~"		{\| class="wikitable" style="background: white; font-size: 95%"
	\|+~~<span~~ style="font-size: ~~120~~%~~; line-height: 2.3em;~~">Responsibility matrix: "SP3: Manage customer relationships~~"</span>~~		\|+style="background:#465674; color:#ffffff; font-size: 110%"\|Responsibility matrix: 'SP3: Manage customer relationships'
	\|- style="vertical-align:top"		\|- style="vertical-align:top"
	! colspan="2"\| YaSM role / sub-process		! colspan="2"\| YaSM role / sub-process
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	<a href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-customer-relationship-management-process.jpg" title="Customer relationship management (CRM): process objective" itemprop="contentUrl">		<a href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-customer-relationship-management-process.jpg" title="Customer relationship management (CRM): process objective" itemprop="contentUrl">
	<img style="display: block; float: left; margin-~~left~~: 10px; margin-right: ~~20px~~" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-customer-relationship-management-process.jpg" width="~~320~~" height="~~167~~" title="Customer relationship management (CRM): process goal" alt="The customer relationships management process in YaSM aims to maintain a positive relationship with the customers. In particular, the CRM process identifies potential new customers and ensures that regular feedback is obtained from existing customers through customer meetings and surveys." />		<img style="display: block; float: left; margin-bottom: 10px; margin-right: 10px" srcset="https://yasm.com/wiki/en/img/yasm-process/goal-definition/400px/yasm-customer-relationship-management-process.jpg 400w, https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-customer-relationship-management-process.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-customer-relationship-management-process.jpg" decoding="async" width="400" height="209" class="thumbimage" title="Customer relationship management (CRM): process goal" alt="The customer relationships management process in YaSM aims to maintain a positive relationship with the customers. In particular, the CRM process identifies potential new customers and ensures that regular feedback is obtained from existing customers through customer meetings and surveys." />
	<meta itemprop="caption" content="Process objective: YaSM customer relationship management, CRM - Manage customer relationships (SP3)." />		<meta itemprop="caption" content="Process objective: YaSM customer relationship management, CRM - Manage customer relationships (SP3)." />
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	<p style="margin-top: 0; word-wrap:normal;">Is based on: The CRM process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-process/goal-definition/400px/yasm-customer-relationship-management-process.jpg" />
			<meta itemprop="width" content="400" />
	<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/~~></div~~><p>		<meta itemprop="height" content="209" />
			</span></a></div>
			<p style="margin-top: 0; word-wrap:normal;">Is based on: The CRM process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
			<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/><p>

	<p> </p>		<p> </p>

Andrea at 15:12, 30 December 2023

2023-12-30T15:12:20Z

← Older revision		Revision as of 17:12, 30 December 2023
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Andrea at 16:40, 22 September 2021

2021-09-22T16:40:35Z

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	{\| class="wikitable ~~sortable~~" style="background: white; text-align:center; vertical-align:top; font-size: 90%; line-height: 1.3em;"		{\| class="wikitable" style="background: white; text-align:center; vertical-align:top; font-size: 90%; line-height: 1.3em;"
	\|+<span style="font-size: 120%; line-height: 2.3em;">Responsibility matrix: "SP3: Manage customer relationships"</span>		\|+<span style="font-size: 120%; line-height: 2.3em;">Responsibility matrix: "SP3: Manage customer relationships"</span>
	\|- style="vertical-align:top"		\|- style="vertical-align:top"
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	== Notes ==		== Notes ==

	<html><div itemid="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-customer-relationship-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">		<html><div itemid="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-customer-relationship-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">
	<a href="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-customer-relationship-management-process.jpg" title="Customer relationship management (CRM): process ~~definition~~" itemprop="contentUrl">		<a href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-customer-relationship-management-process.jpg" title="Customer relationship management (CRM): process objective" itemprop="contentUrl">
	<img style="display: block; float: left; margin-left: 10px; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-customer-relationship-management-process.jpg" width="320" height="~~180~~" title="Customer relationship management (CRM): process ~~definition~~" alt="~~What is~~ customer relationship ~~management? Definition of~~ the CRM process ~~SP3~~ from ~~the YaSM service management framework~~." />		<img style="display: block; float: left; margin-left: 10px; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-customer-relationship-management-process.jpg" width="320" height="167" title="Customer relationship management (CRM): process goal" alt="The customer relationships management process in YaSM aims to maintain a positive relationship with the customers. In particular, the CRM process identifies potential new customers and ensures that regular feedback is obtained from existing customers through customer meetings and surveys." />
	<meta itemprop="caption" content="Manage customer relationships ~~\| YaSM CRM \| Process definition~~ SP3" />		<meta itemprop="caption" content="Process objective: YaSM customer relationship management, CRM - Manage customer relationships (SP3)." />
	<meta itemprop="width" content="1200" />		<meta itemprop="width" content="1200" />
	<meta itemprop="height" content="~~675~~" />		<meta itemprop="height" content="627" />
	<meta itemprop="dateCreated" content="~~2017~~-06-30" />		<meta itemprop="dateCreated" content="2021-09-21" />
	<meta itemprop="datePublished~~" content="2018-02-04" />~~		<meta itemprop="datePublished" content="2021-09-22" /></a></div>
	~~<meta itemprop="dateModified~~" content="2021-08-03" /></a></div>
	<div style="margin-left: 5%; color:#636363">		<div style="margin-left: 5%; color:#636363">
	<p style="margin-top: 0; word-wrap:normal;">Is based on: The CRM process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<p style="margin-top: 0; word-wrap:normal;">Is based on: The CRM process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
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	<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/SP3:_Manage_customer_relationships#process-inputs-outputs">		<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/SP3:_Manage_customer_relationships#process-inputs-outputs">
	<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" />		<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" />
	<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-customer-relationship-management-process.jpg" />		<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-customer-relationship-management-process.jpg" />
	<link itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes#supporting-processes" />		<link itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes#supporting-processes" />
	<meta itemprop="mentions" content="ITIL 4 relationship management" />		<meta itemprop="mentions" content="ITIL 4 relationship management" />

Andrea at 14:42, 3 August 2021

2021-08-03T14:42:31Z

← Older revision		Revision as of 16:42, 3 August 2021
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	<html><div itemid="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-customer-relationship-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">		<html><div itemid="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-customer-relationship-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">
	<a href="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-customer-relationship-management-process.jpg" title="Customer relationship management (CRM): process definition" itemprop="contentUrl">		<a href="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-customer-relationship-management-process.jpg" title="Customer relationship management (CRM): process definition" itemprop="contentUrl">
	<img style="display: block; float: left; margin-left: 10px; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-customer-relationship-management-process.jpg" width="320" height="~~160~~" title="Customer relationship management (CRM): process definition" alt="What is customer relationship management? Definition of the CRM process SP3 from the YaSM framework." />		<img style="display: block; float: left; margin-left: 10px; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-customer-relationship-management-process.jpg" width="320" height="180" title="Customer relationship management (CRM): process definition" alt="What is customer relationship management? Definition of the CRM process SP3 from the YaSM service management framework." />
	<meta itemprop="caption" content="Manage customer relationships \| YaSM CRM \| Process definition SP3" />		<meta itemprop="caption" content="Manage customer relationships \| YaSM CRM \| Process definition SP3" />
	<meta itemprop="width" content="~~1050~~" />		<meta itemprop="width" content="1200" />
	<meta itemprop="height" content="~~525~~" /></a></div>		<meta itemprop="height" content="675" />
			<meta itemprop="dateCreated" content="2017-06-30" />
			<meta itemprop="datePublished" content="2018-02-04" />
			<meta itemprop="dateModified" content="2021-08-03" /></a></div>
	<div style="margin-left: 5%; color:#636363">		<div style="margin-left: 5%; color:#636363">
	<p style="margin-top: 0; word-wrap:normal;">Is based on: The CRM process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<p style="margin-top: 0; word-wrap:normal;">Is based on: The CRM process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>

	<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/></div><p>		<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/></div><p>
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	[[Category:YaSM process]]		[[Category:YaSM process]]
	<!-- --- -->		<!-- --- -->

Andrea at 14:04, 1 February 2021

2021-02-01T14:04:33Z

Show changes

Andrea at 16:12, 15 June 2020

2020-06-15T16:12:54Z

← Older revision		Revision as of 18:12, 15 June 2020
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	<meta name="twitter:title" content="SP3: Manage customer relationships">		<meta name="twitter:title" content="SP3: Manage customer relationships">
	<meta name="twitter:description" content="The customer relationship management process in YaSM is about finding new customers for the service provider's offerings and establishing a mutually beneficial relationship with existing customers.">		<meta name="twitter:description" content="The customer relationship management process in YaSM is about finding new customers for the service provider's offerings and establishing a mutually beneficial relationship with existing customers.">
	<meta name="twitter:image" content="https://yasm.com/wiki/en/img/yasm-process~~-definition~~/~~what-is~~-customer-~~relationship~~-~~management~~-~~process~~.jpg">		<meta name="twitter:image" content="https://yasm.com/wiki/en/img/yasm-process/16x9/Manage-customer-relationships-yasm-sp3.jpg">
	<meta name="twitter:image:alt" content="The CRM process in YaSM: ~~Definition \|~~ To maintain a positive relationship with the customers. In particular, the customer relationship management process identifies potential new customers and ensures that regular feedback is obtained from existing customers through customer meetings and surveys~~. This process is also responsible for signing customer service agreements with the service provider's customers~~.">		<meta name="twitter:image:alt" content="The CRM process in YaSM corresponds to the practice of 'ITIL 4 relationship management'. Objective: To maintain a positive relationship with the customers. In particular, the customer relationship management process identifies potential new customers and ensures that regular feedback is obtained from existing customers through customer meetings and surveys.">
	<link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" />		<link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" />
	</itpmch>		</itpmch>
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			</span>
	<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" width="800" height="600" title="Manage customer relationships. - YaSM customer relationship management process SP3" alt="Fig. 1: Manage customer relationships. - YaSM customer relationship management process (CRM-Prozess) SP3. - Related with: Practice of ITIL 4 relationship management." /></a><br style="clear:both;"/>		<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" width="800" height="600" title="Manage customer relationships. - YaSM customer relationship management process SP3" alt="Fig. 1: Manage customer relationships. - YaSM customer relationship management process (CRM-Prozess) SP3. - Related with: Practice of ITIL 4 relationship management." /></a><br style="clear:both;"/>
	<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="YaSM customer relationship management SP3">Manage customer relationships</a>'</b>:</span><br />YaSM customer relationship management (CRM) process SP3.</span></div></div></div><br style="clear:both;"/>		<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="YaSM customer relationship management SP3">Manage customer relationships</a>'</b>:</span><br />YaSM customer relationship management (CRM) process SP3.</span></div></div></div><br style="clear:both;"/>

Andrea at 14:50, 6 November 2019

2019-11-06T14:50:36Z

← Older revision		Revision as of 16:50, 6 November 2019
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	<p> </p>		<p> </p>

	<p><b>Process name:</b> <a href="#Process_description">Manage customer relationships</a> - <b>Part of:</b> <a href="/wiki/en/index.php/Service_Management_Processes#~~supporting-processes~~" title="The supporting processes in YaSM service management">Supporting processes</a>		<p><b>Process name:</b> <a href="#Process_description">Manage customer relationships</a> - <b>Part of:</b> <a href="/wiki/en/index.php/Service_Management_Processes#Supporting_processes" title="The supporting processes in YaSM service management">Supporting processes</a>
	</p><p><b>Previous process:</b> <a href="/wiki/en/index.php/SP2:_Maintain_the_service_portfolio" title="SP2: Maintain the service portfolio">Maintain the service portfolio</a>		</p><p><b>Previous process:</b> <a href="/wiki/en/index.php/SP2:_Maintain_the_service_portfolio" title="SP2: Maintain the service portfolio">Maintain the service portfolio</a>
	</p><p><b>Next process:</b> <a href="/wiki/en/index.php/SP4:_Manage_configuration_information" title="SP4: Manage configuration information">Manage configuration information</a></html>		</p><p><b>Next process:</b> <a href="/wiki/en/index.php/SP4:_Manage_configuration_information" title="SP4: Manage configuration information">Manage configuration information</a></html>

	<p> </p>		<p> </p>

	==Process description==		==Process description==

	<html><span id="md-itempage-description" itemprop="description">The customer relationship management process in YaSM is about finding new customers for the service provider's offerings and establishing a mutually beneficial relationship with existing customers. This is achieved in particular by obtaining regular feedback from customers through customer meetings and surveys, and by dealing with customer requirements (and complaints) in a professional way.</span></p>		<html><span id="md-itempage-description" itemprop="description">The customer relationship management process in YaSM (<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="YaSM customer relationship management (SP3)">fig. 1</a>) is about finding new customers for the service provider's offerings and establishing a mutually beneficial relationship with existing customers. This is achieved in particular by obtaining regular feedback from customers through customer meetings and surveys, and by dealing with customer requirements (and complaints) in a professional way.</span></p>

			<div style="float:left;">
	<div itemid="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" itemscope itemtype="https://schema.org/ImageObject">		<div itemid="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" itemscope itemtype="https://schema.org/ImageObject">
	<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="Manage customer relationships. - YaSM process SP3" itemprop="contentUrl">		<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="Manage customer relationships. - YaSM customer relationship management process SP3" itemprop="contentUrl">
	<meta itemprop="width" content="~~643~~" />		<meta itemprop="width" content="1200" />
	<meta itemprop="height" content="~~444~~" />		<meta itemprop="height" content="900" />
	<meta itemprop="keywords" content="yasm CRM process" />		<meta itemprop="keywords" content="yasm CRM process" />
	<meta itemprop="keywords" content="customer relationship management" />		<meta itemprop="keywords" content="customer relationship management" />
	<meta itemprop="keywords" content="service management CRM" />		<meta itemprop="keywords" content="service management CRM" />
	<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" width="~~643~~" height="~~444~~" title="Manage customer relationships. - YaSM process SP3" alt="Fig. 1: Manage customer relationships. - YaSM customer relationship management process SP3." /></a><br style="clear:both;"/>		<meta itemprop="keywords" content="ITIL 4 relationship management" />
	<div class="thumbcaption"><span style="font-variant:small-caps;"><b>~~Figure~~ 1:</b></~~span~~> <~~small~~><span ~~itemprop="caption"~~>~~"Manage~~ customer ~~relationships". - YaSM supporting service~~ management process SP3.</span></~~small~~></div></div><br style="clear:both;"/>		<meta itemprop="representativeOfPage" content="true"/>
			<meta itemprop="dateCreated" content="2014-05-02" />
			<meta itemprop="datePublished" content="2014-05-08" />
			<meta itemprop="dateModified" content="2019-10-27" />
			<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" width="800" height="600" title="Manage customer relationships. - YaSM customer relationship management process SP3" alt="Fig. 1: Manage customer relationships. - YaSM customer relationship management process (CRM-Prozess) SP3. - Related with: Practice of ITIL 4 relationship management." /></a><br style="clear:both;"/>
			<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="YaSM customer relationship management SP3">Manage customer relationships</a>'</b>:</span><br />YaSM customer relationship management (CRM) process SP3.</span></div></div></div><br style="clear:both;"/>

	<p>The information gained is an important input for other service management processes, such as</p>		<p>The information gained is an important input for other service management processes, such as</p>
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	<li>The service improvement process which is tasked with identifying weaknesses and improvement potentials in the current services.</li></ul>		<li>The service improvement process which is tasked with identifying weaknesses and improvement potentials in the current services.</li></ul>

	<p>CRM also takes care of negotiating and signing formal contracts (customer service agreements) between the customer and the service provider.</~~html~~>		<p>CRM also takes care of negotiating and signing formal contracts (customer service agreements) between the customer and the service provider.</p>
			<p> </p>

			<p><i><u>Compatibility</u>: The YaSM CRM process is <a href="/wiki/en/index.php/YaSM_and_ISO_20000#ISO_20000_requirements_and_related_service_management_processes" title="YaSM and ISO 20000">aligned with ISO 20000</a>, the international standard for service management (see ISO/IEC 20000-1:2018, sections <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Service-portfolio" title="ISO 20000 section 8.2: Service portfolio">8.2</a> and <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Relationship-and-agreement" title="ISO 20000 section 8.3: Relationship and agreement">8.3</a>), and it <a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Relationship-management" title="ITIL 4 practices and YaSM processes: ITIL 4 relationship management">corresponds to the practice of 'ITIL 4 relationship management'</a>.</i></html>
	<p> </p>		<p> </p>

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	<p> </p>		<p> </p>
	<hr />		<hr />
	<p><i><b>Notes:</b></i>		<p><i><u>Notes</u>:</i>
	</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Example: YaSM checklists and document templates">example</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>		</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Example: YaSM checklists and document templates">example</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>
	</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>		</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>
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	<link itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes#supporting-processes" />		<link itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes#supporting-processes" />
			<meta itemprop="mentions" content="ITIL 4 relationship management" />
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	<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" width="800" height="600" title="Manage customer relationships. - YaSM customer relationship management process SP3" alt="Fig. 1: Manage customer relationships. - YaSM customer relationship management process (CRM-Prozess) SP3. - Related with: Practice of ITIL 4 relationship management." /></a><br style="clear:both;"/>		<img style="margin:20px 0px 10px 0px; float:left;" srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Manage-customer-relationships-yasm-sp3.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Manage-customer-relationships-yasm-sp3.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" width="800" height="600" title="Manage customer relationships. - YaSM customer relationship management process SP3" alt="Fig. 1: Manage customer relationships. - YaSM customer relationship management process (CRM-Prozess) SP3. - Related with: Practice of ITIL 4 relationship management." /></a><br style="clear:both;"/>
	<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="YaSM customer relationship management SP3"~~>Manage customer relationships</a>'</b>:</span><br /~~>YaSM customer relationship management (CRM) process SP3.</span></div></div></div><br style="clear:both;"/>		<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: 'Manage customer relationships'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Manage-customer-relationships-yasm-sp3.jpg" title="YaSM customer relationship management SP3">YaSM customer relationship management (CRM) process SP3</a>.</span></span></div></div></div><br style="clear:both;"/>

	<p>The information gained is an important input for other service management processes, such as</p>		<p>The information gained is an important input for other service management processes, such as</p>