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CRM (Customer Relationship Management) y su efecto en la gestión de servicio al cliente de la Empresa “CRAFIKLES S.A.” de la Ciudad de Guayaquil.
| dc.contributor.advisor | Crespo Torres, Narcisa María | |
| dc.contributor.author | Bajaña Mondragón, Shirley Michelle | |
| dc.date.accessioned | 2024-09-01T06:31:18Z | |
| dc.date.available | 2024-09-01T06:31:18Z | |
| dc.date.issued | 2024 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/17081 | |
| dc.description | The company “CRAFIKLES S.A” which is located in Guayaquil and specialized in the production of cosmetics faced major problems in customer service management due to the lack of an effective system to organize and keep track of interactions with users. Such dispersed information and delayed response time can significantly affect customer satisfaction and loyalty. Developing a CRM “customer relationship management” system can relatively improve these aspects, centralizing personalized information to demonstrate interest and automate tasks, this will improve competitive and operational efficiency of the company since such implementation is essential to adapt to market needs and improve the quality of service and customer service. This research is combined with technological innovation and business research to provide better strategic proposals in the company “CRAFIKLES S.A” and thus transform user service management. International companies such as Amazon and Salesforce have demonstrated the positive effect of using CRM. Although CRM adoption in Ecuador has increased, many companies face great challenges during implementation. The purpose of this study is to evaluate the development of CRM and its impact on customer service management and to develop a hypothesis that such implementation can significantly improve satisfaction and efficiency. | es_ES |
| dc.description | The company “CRAFIKLES S.A” which is located in Guayaquil and specialized in the production of cosmetics faced major problems in customer service management due to the lack of an effective system to organize and keep track of interactions with users. Such dispersed information and delayed response time can significantly affect customer satisfaction and loyalty. Developing a CRM “customer relationship management” system can relatively improve these aspects, centralizing personalized information to demonstrate interest and automate tasks, this will improve competitive and operational efficiency of the company since such implementation is essential to adapt to market needs and improve the quality of service and customer service. This research is combined with technological innovation and business research to provide better strategic proposals in the company “CRAFIKLES S.A” and thus transform user service management. International companies such as Amazon and Salesforce have demonstrated the positive effect of using CRM. Although CRM adoption in Ecuador has increased, many companies face great challenges during implementation. The purpose of this study is to evaluate the development of CRM and its impact on customer service management and to develop a hypothesis that such implementation can significantly improve satisfaction and efficiency. | es_ES |
| dc.description.abstract | La empresa “CRAFIKLES S.A” que está ubicada en Guayaquil y especializada en la producción de cosméticos enfrentó grandes problemas en la gestión de atención al cliente debido a la falta de un sistema efectivo para organizar y llevar el control de las interacciones con los usuarios. Dicha información dispersa y el tiempo de respuestas demoradas pueden afectar significativamente la satisfacción y la lealtad de cliente, desarrollar un sistema CRM “customer Relationship management” puede mejorar relativamente estos aspectos, centralizando la información personalizada para demostrar el interés y automatizar tareas, esto mejorara la eficiencia competitiva y operativa de la empresa ya que dicha implementación es fundamental para adaptarse a las necesidades del mercado y mejorar la calidad del servicio y atención al cliente. Esta investigación se combina con la innovación tecnológica y la investigación empresarial para brindar mejores propuestas estratégicas en la empresa “CRAFIKLES S.A” y así transformar la gestión de atención al usuario. Empresas internacionales tales como Amazon y Salesforce han demostrado el efecto positivo del uso de CRM aunque la adopción del CRM en Ecuador haya aumentado, muchas empresas enfrentan desafíos grandes durante la implantación. El propósito de este estudio es evaluar el desarrollo de CRM y su impacto en la gestión de servicio al cliente y desarrollar una hipótesis de que dicha implementación puede mejorar significativamente la satisfacción y la eficiencia. | es_ES |
| dc.format.extent | 76 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2024 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | CRM (Customer Relationship Management) | es_ES |
| dc.subject | Gestión de relaciones con clientes | es_ES |
| dc.subject | Gestión del servicio al cliente | es_ES |
| dc.subject | Innovación tecnológica | es_ES |
| dc.subject | Eficiencia operativa | es_ES |
| dc.subject | Competitividad empresarial | es_ES |
| dc.title | CRM (Customer Relationship Management) y su efecto en la gestión de servicio al cliente de la Empresa “CRAFIKLES S.A.” de la Ciudad de Guayaquil. | es_ES |
| dc.type | bachelorThesis | es_ES |
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