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GB/T 42509-2023: Quality management - Guidelines for customer experience management
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| Standard ID | Contents [version] | USD | STEP2 | [PDF] delivered in | Standard Title (Description) | Status | PDF |
| GB/T 42509-2023 | English | 359 |
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Quality management - Guidelines for customer experience management
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GB/T 42509-2023
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Basic data | Standard ID | GB/T 42509-2023 (GB/T42509-2023) | | Description (Translated English) | Quality management - Guidelines for customer experience management | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A00 | | Classification of International Standard | 03.120.10 | | Word Count Estimation | 18,194 | | Date of Issue | 2023-03-17 | | Date of Implementation | 2023-03-17 | | Issuing agency(ies) | State Administration for Market Regulation, China National Standardization Administration | GB/T 42509-2023: Quality management - Guidelines for customer experience management---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
ICS03:120:10
CCSA00
National Standards of People's Republic of China
Quality ManagementGuidelines for Customer Experience Management
Released on 2023-03-17
2023-03-17 Implementation
State Administration for Market Regulation
Released by the National Standardization Management Committee
table of contents
Preface III
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 Principles of Customer Experience Management 2
5 Customer Experience Management Framework 3
5:1 Identify customer experience management environment and influencing factors 3
5:2 Determine the scope of customer experience management 3
5:3 Establish customer experience management process 3
5:4 Leadership and commitment3
6 Planning 4
6:1 Customer experience management objectives and planning for their realization 4
6:2 Resource allocation 5
6:3 Customer Experience Management Responsibilities 5
6:4 Management Collaboration 5
6:5 Addressing risks and opportunities6
7 run 6
7:1 Designing the Customer Experience 6
7:2 Managing Customer Experience 6
7:3 Gain insights into customer experience 8
7:4 Optimizing Customer Experience 10
8 Evaluate, maintain and improve11
8:1 Establish a performance measurement and evaluation mechanism11
8:2 Evaluation of customer experience management 11
8:3 Continuous Improvement 12
Reference 13
foreword
This document is in accordance with the provisions of GB/T 1:1-2020 "Guidelines for Standardization Work Part 1: Structure and Drafting Rules for Standardization Documents"
drafting:
Please note that some contents of this document may refer to patents: The issuing agency of this document assumes no responsibility for identifying patents:
This document is proposed and managed by the National Quality Management and Quality Assurance Standardization Technical Committee (SAC/TC151):
This document is drafted by: China National Institute of Standardization, Diming (Beijing) Consulting Co:, Ltd:, China Academy of Civil Aviation Science and Technology, Suzhou Public
Yanyan Network Technology Co:, Ltd:, Beijing Yipai Data Co:, Ltd:, Shenzhen Power Supply Bureau Co:, Ltd:, Shanghai Quality Association User Evaluation Center, Hai
Erzhijia Co:, Ltd:, Tsingtao Brewery Co:, Ltd:, Beijing Remote Sensing Equipment Research Institute, Fangyuan Logo Certification Group Co:, Ltd:, Yangzi
Jiang Pharmaceutical Group Co:, Ltd:, Guangdong Bozhilin Robot Co:, Ltd:, CRRC Times Electric Vehicle Co:, Ltd:, Hunan Zoomlion
Aerial Work Machinery Co:, Ltd:, Shanghai Johnson Group Auto Repair Co:, Ltd:, Chengdu Yunda Zhiye Technology Co:, Ltd:, Kweichow Moutai
Co:, Ltd:, Jiangsu Hengtong Optoelectronics Co:, Ltd:, Zhangzhou Pien Tze Huang Pharmaceutical Co:, Ltd:, Xuzhou Construction Machinery Group Co:, Ltd:
Division, Shaoxing Keyi Standard Technology Consulting Co:, Ltd:, Infinitus (China) Co:, Ltd:, Standardization Research Institute of Xinjiang Uygur Autonomous Region, Shanghai Qi
Sheng Technology Co:, Ltd:
The main drafters of this document: Kang Jian, Shi Yanjun, Cai Huali, Guo Xiaobo, Chen Hong, Qu Yandai, Wu Fang, Zhou Rui, Su Xueyan, Chen Chen, Sun Danfeng,
Pi Xiangrong, Li Lu, Pan Yuxia, Xu Kaixiang, Zhang Gang, Wang Haibin, Ren Huili, Zhang Hong, Yi Zhi, Tu Huabin, Wang Gang, Wang Ping, Zhang Jianfeng, Liu Congsheng,
Zhang Huaqing, Gu Dazheng, Liu Weide, Zhu Xiang, Wang Xiaolin:
Quality ManagementGuidelines for Customer Experience Management
1 Scope
This document provides the principles and framework of customer experience management, as well as the planning, operation, maintenance and improvement of customer experience management processes:
guide:
This document is applicable to customer experience management activities carried out by various types of organizations:
2 Normative references
The contents of the following documents constitute the essential provisions of this document through normative references in the text: Among them, dated references
For documents, only the version corresponding to the date is applicable to this document; for undated reference documents, the latest version (including all amendments) is applicable to
this document:
GB/T 19000 Quality Management System Fundamentals and Terminology
GB/T 19004 Guidelines for Quality Management Organizations to Achieve Sustained Success in Quality
GB/T 19014-2019 Quality Management Customer Satisfaction Monitoring and Measurement Guidelines
3 Terms and Definitions
GB/T 19000, GB/T 19004 and the following terms and definitions apply to this document:
3:1
customer customer
A person or organization that can or actually accepts products or services offered to it, or at its request:
EXAMPLE: Consumer, principal, end user, retailer, recipient, beneficiary and purchaser of a product or service from an internal process:
Note: Customers can be internal or external to the organization:
[Source: GB/T 19000-2016, 3:2:4]
3:2
customer experience customer experience
In the relationship cycle with the organization, the sum of the customer's feelings, cognitions and behaviors formed during all interactions with the organization:
Note 1 to entry: Customer experience reflects the customer's overall perception of the organization, including the emotional, physical and psychological connection between the customer and the brand:
Note 2 to entry: Customer experience includes every interaction between a customer and an organization, product or service during the customer-organization relationship cycle:
Note 3: Customer experience is different from customer satisfaction in that it seeks to establish positive connections in the different processes of interaction between customers and organizations, not just to satisfy customers
needs and expectations:
3:3
Determine the customer experience (3:2) goals, and achieve customer experience through a series of activities such as planning, design, operation, evaluation, maintenance and improvement
target process:
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