Management should recognize that there are many sources of customer-related information, and should establish effective and efficient processes to collect, analyse and use this information for improving the performance to the organization.

• 管理者应当认识到有许多与顾客有关的信息的来源，并应当建立有效和高效地收集、分析和利用这些信息的过程，以改进组织的业绩。