Customer requirements management is the process required to identify, analyze, prioritize, respond to, and monitor customer requirements.
It is a system to ensure that your products and/or services meet customer expectations and other requirements placed on you.
This can involve collecting feedback, communicating actions taken to meet demands, documenting changes, and implementing improvements.
Customer requirements management involves first identifying customer requirements. It can be done by collecting customer feedback, outside world monitoring, or marketing tools such as researching competitors' products or services.
Depending on the industry in which you operate, the requirements may be more formal and often come from standards or legal requirements.
An example of how a customer claim can be formulated:
Requirements - Certification 9001:2015 or systematic quality work
Legislation, certification, other areas - KUND1, KUND2, LOU that make this requirement
Area of knowledge - Quality
Relevant to the company? - Yes
Summary of requirements and/or justification why it is not relevant to the company - That the company and its subcontractors are certified according to ISO 9001:2015 or other equivalent quality standards or systematically work to ensure the quality of the products/services they supply
Summary of how the company meets the requirement - The company is certified according to ISO 9001:2008 and is in the process of upgrading its management system to ISO 9001:2015 and a supplier questionnaire taking this into account has been sent out
Relevant to processes - Sales, Delivery, Continuous Improvement
Our internal knowledge guru - Joakim Stenstrom
Once the requirements have been identified, they are analyzed to determine whether it is realistic to meet them. This means examining what resources are required, whether there are any technical or financial constraints and whether it is possible to meet the requirements at all.
Once the requirements have been analyzed, they are prioritized, to ensure that the critical actions are taken first.
Then measures must be developed to meet the demands.
This can mean implementing processes, improving the product or service, developing new features, improving customer service, or improving quality.
Once the measures have been developed, it is necessary to communicate them to customers and ensure that they understand that the measures have been taken.
Finally, one must document the changes and monitor customer expectations to ensure that they are met.
Customer requirements management is great for salespeople because it helps them focus on understanding what customers need, want, and above all why they need it.
By understanding customer needs, salespeople can create solutions that better suit customer needs and get better results.
It also helps to improve customer loyalty by ensuring that even the requirements that customers do not directly talk about are met.
Continuing, customer claims management also helps salespeople deal with complaints and improve customer service.
Product developers can take advantage of the customer requirements management process to understand and define the requirements to create a product that will meet customer needs.
By managing customer requirements, product developers can also ensure that their products and services meet all the requirements set by customers.
Customer service needs to understand the needs and expectations of customers in order to be able to provide the best service based on the conditions that the customer has. Understanding customer requirements enables high quality service that meets customer expectations.
Marketers can take advantage of customer requirements management to understand customer needs and expectations and to create marketing that meets customer requirements.
By managing customer requirements, marketers can ensure that their marketing is aligned with the actual needs of customers and that we are promoting the right things.
The CEO can benefit from customer requirements management to understand customer needs and expectations as well as to ensure that the company's products and services are cost-effective and meet customer requirements.
By managing customer requirements, the CEO can also ensure that the company is competitive and in line with customer expectations.
In order to effectively manage customer requirements, you usually need to use certain IT tools - or use AmpliFlow's own IT tools which supports many of the parts.
