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. 2020 Oct 19;6(10):e05273. doi: 10.1016/j.heliyon.2020.e05273

Table 9.

Stage 4: Processes and sub-processes (levels 2, 3, etc.) for P2S.

1.11 Contact/Lead/Prospect Management
 1.11.1 Manage Sales Contact
 1.11.1.2 Develop Sales Contact
 1.11.2 Manage Sales Lead
 1.11.2.2 Develop Sales Lead
 1.11.3 Manage Sales Prospect
 1.11.3.2 Develop Sales Prospect
3.1 Customer Support & Readiness
 3.1.1 Support Customer Interface Management
 3.1.2 Support Order Handling
 3.1.3 Support Problem Handling
 3.1.4 Support Retention & Loyalty
 3.1.5 Manage Customer Inventory
 3.1.6 Support Bill Invoice Management
 3.1.7 Support Bill Payments & Receivables Management
 3.1.8 Support Bill Inquiry Handling
3.7 Problem Handling
 3.7.1 Isolate Customer Problem
 3.7.1 Isolate Customer Problem Flow
 3.7.2 Report Customer Problem
 3.7.2 Report Customer Problem Flow
 3.7.3 Track & Manage Customer Problem
 3.7.3 Track & Manage Customer Problem Flow
 3.7.4 Close Customer Problem Report
 3.7.4 Close Customer Problem Report Flow
 3.7.5 Create Customer Problem Report
 3.7.5 Create Customer Problem Report Flow
 3.7.6 Correct & Recover Customer Problem
 3.7.6 Correct & Recover Customer Problem Flow
3.4 Customer Management
 3.4.1 Enable Retention & Loyalty
 3.4.1.1 Build Customer Insight
 3.4.1.2 Analyze & Manage Customer Risk
 3.4.1.3 Personalize Customer Profile for Retention & Loyalty
 3.4.1.4 Validate Customer Satisfaction
 3.4.2 Establish Customer Relationship
4.6 Service Problem Management
 4.6.1 Create Service Trouble Report
 4.6.1 Create Service Trouble Report Flow
 4.6.2 Diagnose Service Problem
 4.6.2 Diagnose Service Problem Flow
 4.6.3 Correct & Resolve Service Problem
 4.6.3 Correct & Resolve Service Problem Flow
 4.6.4 Track & Manage Service Problem
 4.6.4 Track & Manage Service Problem Flow
 4.6.5 Report Service Problem
 4.6.5 Report Service Problem Flow
 4.6.6 Close Service Trouble Report Flow
 4.6.7 Survey & Analyze Service Problem
 4.6.7 Survey & Analyze Service Problem Flow
5.8 Resource Trouble Management
 5.8.1 Survey & Analyze Resource Trouble
 5.8.1 Survey & Analyze Resource Trouble Flow
 5.8.2 Localize Resource Trouble
 5.8.2 Localize Resource Trouble Flow
 5.8.3 Correct & Resolve Resource Trouble
 5.8.3 Correct & Resolve Resource Trouble Flow
 5.8.3.8 Heal Resource Trouble
 5.8.4 Track & Manage Resource Trouble
 5.8.4 Track & Manage Resource Trouble Flow
 5.8.5 Report Resource Trouble
 5.8.5 Report Resource Trouble Flow
 5.8.6 Close Resource Trouble Report Flow
 5.8.6 Create Resource Trouble Report
 5.8.7 Create Resource Trouble Report Flow
6.10 Party Problem Handling
 6.10.1 Receive Party Problem
 6.10.2 Assess Party Problem
 6.10.2.1 Involve External Party in Party Problem Assessment
 6.10.2.4 Isolate Party Problem
 6.10.3 Submit Party Problem
 6.10.4 Report Party Problem Resolution
 6.10.4 Track Party Problem
 6.10.5 Resolve Party Problem
 6.10.6 Manage Party Problem
 6.10.7 Report Party Problem