PDCA Cycle

The Customer Management PDCA Cycle is a continuous improvement model in foreign trade that applies the quality management method PDCA (Plan, Do, Check, Act) to customer relationship management. Its core is: in the P phase, analyze customer needs and formulate service and follow-up plans; in the D phase, execute the plans, such as sending quotations, arranging samples, and processing orders; in the C phase, check key indicators such as customer feedback, order conversion rate, and complaint rate; in the A phase, summarize successful experiences and standardize them, or move unresolved issues into the next cycle. Use cases include new customer development, old customer maintenance, trade show follow-up, and complaint handling. Notes: It is necessary to combine the characteristics of foreign trade such as long cycles and cross-cultural communication, ensure that each phase has quantifiable indicators, and avoid becoming a mere formality. The difference from general CRM is that it emphasizes closed-loop and iteration, rather than merely recording information; the difference from PDCA in quality management is that it focuses on customer satisfaction and loyalty, rather than product qualification rate.