CRM & Lead to Order

What CRM owns, what it only engages with, and why TM Forum’s architecture has no single “CRM” component. The eight Lead to Order steps on one map.

One person, many roles and accounts: individual, customer, billing account and the subscription on each line — and why one person often ends up as several customer records.

Where consumer demand comes from — enquiries, register-interest lists, abandoned baskets, upgrade campaigns — and how a lead becomes a basket.

Can this address get the service, may this person buy it, and can they prove who they are? Serviceability, eligibility, credit checks and SIM registration, and why each must be a gate, not a screen.

Where CRM stops and commercial order management starts: basket to order, the point of no return, and getting the router and SIM to the customer.

After the first order: plan changes, moving home, upgrades, renewals, churn, complaints and consent — and why all of them depend on knowing exactly what the customer already has.

A brief, factual comparison of the CRM platforms telcos use, what each covers, and what each still needs beside it.