CUSTOMER SERVICE MANAGEMENT: A MORE TRANSPARENT VIEW TO YOUR SUBSCRIBED SERVICES
Michael Langer, Stefan Loidl, Michael Nerb · 1999
The new era in telecommunication with it's evolving markets exposes all players to strong competition. Effective and efficient end-to-end service management is becoming a key factor for service providers and customers in today's globalized and heterogeneous world. This paper proposes Customer Service Management(CSM) as a powerful instrument to enhance service management at the cutting edge of technology. CSM allows for the monitoring and controlling of service level agreements negotiated between providers and customers, and offers benefits for both parties. The requirements for a generic CSM service are described, and an architecture for a service-independent CSM platform that implements this service is proposed. The applicability of our approach is shown by means of a research project. Keywords: Customer Service Management, Customer Network Management, Service Management, Customer/Provider Relationship, Service Level Agreements, Quality of Service 1 Introduction The telecom...