IT support for customer relationship management according to the guidelines of the ISO 10001 standard

Abstract

The paper presents the basic principles and frameworks of the ISO 10001 standard and their practical use in the information technology (IT) system. , designing, developing, implementing, maintaining and improving codes of conduct for user satisfaction. This paper aims to show how, in today's era of digitisation and real-time data processing, we can establish and use a code of conduct that focuses on user satisfaction. Before presenting the practical application of the basic principles of the mentioned standard, special attention is paid to users as the most important factor that dictates success or failure on the market, the importance and methods of collecting feedback from users and their proper processing and handling through the standard, to achieve technological, economic and social benefits. The standard allows for harmonisation and improvement of the technical specifications of IT services. It reduces the behaviour within the organisation to clearly defined principles and guidelines, which make IT services more flexible and in accordance with new user requirements without unnecessarily complicating the organisational structure and activities. In conclusion, it can be pointed out that standards shape organisations to ensure consistency, quality, safety, compatibility and reliability in different areas, industries and products. However, for the complete conquest of the user audience, it is necessary to have a certain level of knowledge and experience.