T/CAQ 10301-2016 Customer relationship management evaluation criteria

Scope

Main technical content: Customer-centricity has become an important principle of organizational management. In the context of the Internet and the Internet of Things, customer relations have become one of the key elements of an organization's core competitiveness. To guide organizations in improving the quality of their products, services, and development, enhancing their competitive advantage, and promoting their sustainable development, this standard has been formulated. This standard draws on the results of customer relationship management research and practice at home and abroad, and combines the practices of enterprise management in China. It sets evaluation requirements for organizational customer relationship management from six aspects: leadership, planning, support, operation, measurement, analysis and improvement, and results, providing self-evaluation criteria for organizations to continuously improve their customer relations and can also be used as a basis for third-party evaluation. This standard takes effectively enhancing the competitiveness of organizations as its starting point, adheres to the principle of customer-centric organizational development, and aims to provide a basis for organizations to continuously improve their customer relations and enhance their competitiveness.

Development Information

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