Federal Enterprise Architecture - Program Management Office (FEAPMO)

FEA - SRM: Customer Services

SERVICE COMPONENT REFERENCE MODEL (SRM)

Customer Services

The Customer Services Domain defines the set of capabilities that are directly related to an internal or external customer, the business’ interaction with the customer, and the customer driven activities or functions. The Customer Services domain represents those capabilities and services that are at the front end of a business, and interface at varying levels with the customer.


	Customer Services
	Process Automation Services
	Business Management Services
	Digital Asset Services
	Business Analytical Services
	Back Office Services
	Support Services

Customer Services

	Customer Initiated Assistance Defines the set of capabilities that allow customers to proactively seek assistance and service from an organization.
	Customer Preferences Defines the set of capabilities that allow an organization's customers to change a user interface and the way that data is displayed.

Customer Relationship Management
Defines the set of capabilities that are used to plan, schedule and control the activities between the customer and the enterprise both before and after a product or service is offered.