We shared the process flow / swimlane for a customer maintenance process
and a free white paper from Aberdeen Group
Another process, which links into customer maintenance is “Customer Contract Management”.
Some companies treat both these processes as one single integrated process, however, a larger chunk prefers a separate handling. Customer contract management has a legal angle to it. Quite often Chartered Accountant / CPA firms / Legal counsel teams are called upon for the execution of this function.
This activity is relatively a high end activity.
Customer contract management will comprise of activities starting from drafting of contracts, negotiation of its terms, keeping a track on the contract validity, ensuring timely renewal / revision of contracts etc.
This function has a relationship factor with your client’s customers. It really is a critical function for your client.
Outsourcing of this function may be limited to a back office / shared service center / outsourcer. Like I mentioned, the CAs, CPAs or the legal attorneys may be engaged to do this function.
For the back office, normally, drafting and keeping a track of expiries and renewals may be the key activities considered. In some cases, for large clients, a team of CAs / CPAs / law graduates are engaged to execute roles larger than these.
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