Palabras clave:Necesidades del cliente, satisfacción del cliente, ISO 9000:2000. Abstract:The need to identify customer requirements and to satisfy them has become the main objective of companies. To manage that activity, that it is commonly associated to the marketing department, is the aim of every quality system, and therefore is a task that comprises the remaining departments of the organization. Through a case study, this paper seeks to identify which are the usual marketing practices in the furniture industry, and to outline an appropriate performance framework in agreement with the procedures settled down in the ISO 9000:2000 standards. Keywords:Consumer needs, consumer satisfaction, ISO 9000:2000 certification.1 Universidad Politécnica de Cartagena. Departamento de Economía de la Empresa. Paseo Alfonso XIII, 50. C.P. 30203. e-mail: laura.martinez@upct.es; enrique.flores@upct.es; josean.martinez@upct.es Análisis de las necesidades del cliente y su satisfacción en la industria del mueble según las normas ISO 9000