1 Scope
2 References
3 Definitions
3.1 Terms defined elsewhere
3.2 Terms defined in this Supplement
4 Abbreviations and acronyms
5 Conventions
6 Basis of CEM and SQM
6.1 Customer experience management
6.2 Service quality management (SQM)
6.3 CEM and SQM together
7 Key parameters related to SQM and CEM
7.1 Technical parameters
7.2 Non-technical parameters