Quality Competitive Index (QCi) Model

The Quality Competitive Index Model (QCi model) is a customer management model. The QCi model represents the different activities that organisations should perform to acquire and retain customers. This model describes the technology usage in the assisting process performed by people. The QCi model discuss on the customer relationships process without the external environment, and that process affects the organisation’s planning activities. Customer experience has an impact on customer proposition, measurement and customer management activity. The focus of the QCi model should be the customer, not the CRM process itself. Customer management has three distinct factors; namely, acquisition, retention and penetration, in order to be successful in the CRM implementation strategy (Buttle 2009).