03. Customers [Baldrige Excellence Framework 2015-2016]

Customers

The CUSTOMERS category asks HOW your organization engages its CUSTOMERS for long-term marketplace success, including HOW your organization listens to the VOICE OF THE CUSTOMER, builds CUSTOMER relationships, and uses CUSTOMER information to improve and to identify opportunities for INNOVATION.

For additional guidance on this item, see the Category and Item Commentary : 

http://www.nist.gov/baldrige/publications/business_nonprofit_criteria.cfm