Hi Caui
The way the world is going is to have separate components, also a CRM will no longer be monolithic, but could have components such as Order Capture, Product Inventory, etc., that "live" in the Commerce layer, and Customer Management, Problem Management, etc., that "live" in the party layer.
We can argue whether this is "good" or not, but not sure that this will be a helpful discussion.
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Jonathan Goldberg
Amdocs Management Limited
Any opinions and statements made by me on this forum are purely personal, and do not necessarily reflect the position of the TM Forum or my employer.
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Original Message:
Sent: Mar 02, 2020 16:03
From: Caui Leal
Subject: Offer/Product catalog decoupled from the CRM
Even with many vendors providing a CRM solution with catalog separated to customer management I am used to face both solutions together, due to the reason that customer asset's use to be attached to the catalog. Following a solution with catalog separated to customer management make us all the time the necessity of accessing the customer asset's I'll need to consult a external base and interpret it or it's possible to have a customer care without consulting a external base?
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Caui Leal
Telefonica Brasil S.A.
Original Message:
Sent: Mar 02, 2020 13:34
From: Jonathan Goldberg
Subject: Offer/Product catalog decoupled from the CRM
Hi Caui
I think that you will find many commercial vendors (including ourselves at Amdocs :) ) have a complete separation between the product catalog and CRM. And you refer to ODA, which also suggests separating between the customer management aspects (that are not dependent on telco-specific functionality, would include CRM) as against the commerce aspects (telco business specific, would include product catalog).
There could be a loose dependency when coming to evaluate eligibility for offerings (product offering qualification), since the qualification rules may need a knowledge of customer details.
Hope it helps
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Jonathan Goldberg
Amdocs Management Limited
Any opinions and statements made by me on this forum are purely personal, and do not necessarily reflect the position of the TM Forum or my employer.
Original Message:
Sent: Mar 02, 2020 12:51
From: Caui Leal
Subject: Offer/Product catalog decoupled from the CRM
Good afternoon, everybody
Based in a scenario that we have many different Sales Channels and CRM's systems, I'd like to list pros and cons of have a architecture with the catalog decoupled from the CRM.
Besides that, I'd like to know if it is a market trend have the catalog decoupled from the CRM or is a market consent have the catalog be develop inside the own CRM?
#DigitalEcosystems
#OpenDigitalArchitecture
#TMForumGeneral
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Caui Leal
Telefonica Brasil S.A.
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