The basic elements that guide the daily decisions and strategic decisions of an organization are the preferences of the customers. The management functions and organization of the organization are determined by the customer priorities. So customer satisfaction is important. Customer happinesswill create customer loyalty. This commitment needs to be achieved, maintained and increasingly strengthened. The loyal customer portfolio of an organization is recognized as a crucial competitive advantage.
Customer unhappiness is an infectious concept that no company wants. Because the unhappy customer transfers this situation to an unexpected number of people. This expansion can reach hundreds of times that the customer conveys his happiness.
If an organization cannot maintain its competitive advantage, it can disappear in a very short time. Permanent competitive advantage It is not easy to provide and requires mastery. It can offer a product or service that exceeds the targeted customer expectations. The prerequisite for this is to have an extraordinary, creative and innovative thinking.
At this point, the critical success factor is customer relations. The issue of customer relations is very fragile. It covers a range of processes from product design to after-sales. An important part of marketing communication is based on soundly established and sustainable customer relationship management. But customer relations are not limited to marketing and sales. It also plays an important role in after-sales services. Furthermore, customer relationship management is not limited to the existing customer portfolio. It is a very broad management concept that includes new potential customers.
A Customer relations managementinformation technology applications. However, it is wrong to limit the issue to information technologies only. In addition, customer relations are seen as an activity carried out through campaigns, but this is not the right approach.
Customer Relationship Management is a management system that needs to be considered and designed in general. The first studies on this subject were started in the early 1990 years. ISO 10002 Customer Satisfaction Management System standard was published in 2004. This standard defines what needs to be done to create customer loyalty. Customer satisfaction is not easy to control. Because customer expectations vary from person to person.
ISO 10002 Customer Satisfaction Management System Thanks to this, organizations solve customer complaints systematically and consistently. In the meantime, customer complaints are analyzed and the opportunity to make corrective and preventive works on issues where complaints are intensified is obtained. This increases the efficiency of the organization.
The TÜRCERT certification body is also an organization that conducts conformity assessment studies and continues its activities on the basis of the authorization it receives from the relevant accreditation bodies. If you want to get more information about what ISO 10002 Certificate is and what it works, or if ISO 10002 Customer Satisfaction Management System Certificate will be obtained, the most appropriate address is TURCERT certification institution. TÜRCERT is ready to provide all kinds of support with its experienced managers and employees.