通过问卷调查、访谈、处理顾客投诉等方法或渠 道确定顾客关键需求（CCR, Critical Customer Requirements）, 并整理出关键质量特性CTQ。
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ERP的关键特点是它能够适应所有顾客的需求并且使用很简单。
The key factor of ERP is that it could tailor to all customers' requirements and boast for its easy usage.
专业的技术只是满足顾客需求的基础，而优良的服务则是客户满意的关键。
Professional Technology is Just Foundation to Conform Customers Requirements; Good Service is Unique Key to Satisfy Customers Requirements.
客户服务：面对当今全球化市场日益激烈的竞争，员工把握和满足顾客的需求是极为关键的。
Customer service: increased competition in today's global marketplace makes it critical that employees understand and meet the needs of customers.
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