customer management that needs to have a defined process is the sales process. First the sales process should ensure that the customer requirements are satisfied with the specific service offering. The different phases in the sales lifecycle that affect the customer like the ordering process, the change of service or add-ons to the service, and even termination of service needs to be managed. It could be a bundled OSS/ BSS solution that takes care of customer management or stand alone modules like an order management system. Customer billing is also a key aspect of customer management that forms the mainstream activity in business support system. This will include determining how much the customer owes, preparing the customer invoice and also applying any payments made along with adjustments based on discounts or breach in service level agreements. Managing the customer expectations is also becoming an important aspect in customer management. Parameters like quality of end user experience and providing features for customers to manage their service is now part of most cus- tomer management systems. Other aspects of managing the customer expectations include communicating the service performance to customer, informing about any scheduled outage well in advance, resolution of any failure in shortest time possible, and obtaining feedback on how much satisfaction the customer has with the resolu- tion, giving offers and discounts, and also having a good customer support desk. 19.4.2 Support Systems to Manage Service The support systems play a major role in managing the services that are offered to the customer. Each service is associated with a set of legal and contractual specifica- tions that needs to be tracked and managed. Automated support systems keep track of the key performance indicators (KPIs) that are linked to the SLA and take cor- rective action whenever the possibility of SLA breach is flagged. In addition to the contracts for the service, the product offerings in the service, the pricing, promo- tions,