Merchandising This domain includes applications for the managing of A-3.1.4 and retailing merchandising and retail sales operations. Marketing and This domain includes applications that deal with the marketing and A-3.2 advocacy advocacy activities of a department. Advocacy includes promotional programs run by government to influence the public’s behaviour, for example, Don’t drink and drive. Product This domain includes applications for product development, A-3.2.1 development promotion, distribution, and planning. and marketing Customer This domain includes applications for customer prospecting, A-3.2.2 marketing segmentation and campaigns. Analytics This domain includes applications for measuring and reporting on A-3.2.3 marketing efforts, determining market/product/customer profitability, predictive modelling, and product/market/customer optimisation. This domain includes applications for trade promotions, product A-3.2.4 management development management and market research. Customer The Customer Service and Support domain encompasses A-3.3 service and applications that service and support the customer both before and support after the customer's purchase of a product or service. Customer This domain includes applications for non-product customer A-3.3.1 service service and includes functions to cater for customer complaints regarding product or service delivery, problems with shipment, billing, etc. Customer This domain includes applications for product based customer A-3.3.2 support support and includes functions such as product usage support, implementation and problem identification/diagnosis and resolution, and managing onsite support staff. Call centre/ This domain includes applications for managing multiple channels A-3.3.3 Help desk of interaction with internal or external customers for the purpose of providing advice to enquiries and recording problems and complaints. Call centres and help typically include at least a telephone channel. Complaints This domain includes applications for managing complaints from A-3.3.4 management internal or external sources. A-4 Science, research and engineering This domain encompasses application functionality that directly supports scientific and engineering processes. Domain Description Number
Merchandising and retailing This domain includes applications for the managing of merchandising and retail sales operations. A-3.1.4 Marketing and advocacy This domain includes applications that deal with the marketing and advocacy activities of a department. Advocacy includes promotional programs run by government to influence the public’s behaviour, for example, Don’t drink and drive. A-3.2 Product development and marketing This domain includes applications for product development, promotion, distribution, and planning. A-3.2.1 Customer marketing This domain includes applications for customer prospecting, segmentation and campaigns. A-3.2.2 Analytics This domain includes applications for measuring and reporting on marketing efforts, determining market/product/customer profitability, predictive modelling, and product/market/customer optimisation. A-3.2.3 management This domain includes applications for trade promotions, product development management and market research. A-3.2.4 Customer service and support The Customer Service and Support domain encompasses applications that service and support the customer both before and after the customer's purchase of a product or service. A-3.3 Customer service This domain includes applications for non-product customer service and includes functions to cater for customer complaints regarding product or service delivery, problems with shipment, billing, etc. A-3.3.1 Customer support This domain includes applications for product based customer support and includes functions such as product usage support, implementation and problem identification/diagnosis and resolution, and managing onsite support staff. A-3.3.2 Call centre/ Help desk This domain includes applications for managing multiple channels of interaction with internal or external customers for the purpose of providing advice to enquiries and recording problems and complaints. Call centres and help typically include at least a telephone channel. A-3.3.3 Complaints management This domain includes applications for managing complaints from internal or external sources. A-3.3.4 A-4 Science, research and engineering This domain encompasses application functionality that directly supports scientific and engineering processes. Domain Description Number
Application-classification-framework-v304-publish.docx