T/CAQ 10301-2022 Customer relationship management evaluation criteria

Scope

Scope: This document proposes the basic principles of customer relationship management, the management framework, and the evaluation methods based on these principles. This document is applicable to all organizations implementing customer relationship management, providing organizations with a basis for self-evaluation and can also be used for third-party evaluation. Main technical content: Customer-centricity is an important principle of organizational management, and customer relationships have become one of the key elements of an organization's core competitiveness. To guide organizations in improving product and service quality from a customer perspective, enhancing competitive advantage, and promoting sustainable development, this document was developed. This document draws on domestic and international research and practice results in customer relationship management and combines the operational management experience of various organizations in China. It specifies the evaluation requirements for organizational customer relationship management from six aspects: leadership, planning, support, operation, measurement, analysis and improvement, and results. It provides a self-evaluation criterion for organizations to continuously improve customer relationships and can also be used as a basis for third-party evaluation. This document takes enhancing organizational competitiveness as the starting point and adheres to the principle of customer-centric organizational development, aiming to create value for organizations' owners, customers, employees, suppliers, partners, and society. The formulation and implementation of this document can promote various organizations to regard customer relationship management as an important component of organizational strategy, improve customer satisfaction and loyalty through improving relationships with customers, and subsequently enhance organizational operating performance and brand value, driving continuous improvement of organ

Development Information

Related Standards