ISO Guidelines for CRM

In India, as in many other countries, businesses seeking to enhance their Customer Relationship Management (CRM) practices can refer to international standards provided by the International Organization for Standardization (ISO). While ISO has developed various standards that can indirectly affect CRM by focusing on quality management, information security, and customer satisfaction, there is no specific ISO standard that solely addresses CRM.

1. ISO 9001:2015 – Quality Management Systems

This is one of the most pertinent ISO standards for CRM. ISO 9001:2015 specifies requirements for a quality management system when an organization needs to demonstrate its ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements. It also aims to enhance customer satisfaction through the effective application of the system, including processes for improvement and the assurance of conformity to customer and applicable statutory and regulatory requirements. Implementing ISO 9001 can help organizations ensure they are meeting customer needs and improving their satisfaction levels, which are core aspects of CRM.

2. ISO/IEC 27001 – Information Security Management

Given that modern CRM systems extensively collect, process, and store customer data, adhering to ISO/IEC 27001 can be crucial. This standard helps organizations manage the security of assets such as financial information, intellectual property, employee details, and information entrusted by third parties. For CRM, this means ensuring that customer data is handled securely and with respect for privacy, which is crucial for maintaining customer trust.

3. ISO 10002:2018 – Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

This standard provides guidance on the process of complaints handling related to products and services within an organization, including planning, design, operation, maintenance, and improvement. Effective complaints handling is a critical component of CRM, as it directly impacts customer satisfaction and loyalty.

4. ISO 10004:2018 – Quality management — Customer satisfaction — Guidelines for monitoring and measuring

ISO 10004 provides guidance in defining and implementing processes to monitor and measure customer satisfaction. This standard can be integrated into an organization’s CRM strategy to systematically and effectively track and enhance customer satisfaction.

Implementation in India

• Understanding the Standard:

Businesses must first familiarize themselves with the content and requirements of the relevant ISO standard.

• Gap Analysis:

Conducting a gap analysis to determine the current status of the organization in relation to the standards’ requirements.

• Training and Development:

Training staff and setting up processes that align with ISO guidelines.

• Documentation:

Developing documentation as required by the standard.

• Implementation:

Implementing the new processes and systems as per the guidelines.

• Certification:

Hiring an accredited certification body to audit and certify that the organization meets the ISO standards.

Certification Bodies in India

In India, businesses can reach out to various ISO certification bodies that are accredited by the Quality Council of India (QCI) or the National Accreditation Board for Certification Bodies (NABCB).

• Bureau Veritas India
• TÜV SÜD South Asia
• BSI Group India
• SGS India