Citas bibligráficas
Gutierrez, C., Mendez, D. (2024). Implementación del modelo “CRM” para la mejora de los procesos de la agencia de carga Corporación Heysen S.A.C. [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/674322
Gutierrez, C., Mendez, D. Implementación del modelo “CRM” para la mejora de los procesos de la agencia de carga Corporación Heysen S.A.C. [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/674322
@misc{renati/1298142,
title = "Implementación del modelo “CRM” para la mejora de los procesos de la agencia de carga Corporación Heysen S.A.C.",
author = "Mendez Pariona, Diana Kely",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
Currently, international business is of utmost importance for the growth of a country as well as for the international expansion of a company. In this context, this Professional Sufficiency Work (TSP) is focused on the problem of the challenges that affect the capacity of Corporación Heysen S.A.C. to compete and succeed abroad. Therefore, after an intense analysis, the causes were identified, such as lack of staff motivation, delays in tasks, data errors and inefficient communication with clients. To solve this problem, three alternatives were taken into account: implementation of a quality management model through the incorporation of the “CRM”, implementation of the “analytical CRM” and project management. After comparing each of the options, the first alternative was chosen as the most appropriate because it is much more harmonized with the company's goals, viability and willingness to provide future benefits. Likewise, the operational, strategic and financial implications of the alternative that was chosen are analyzed, as well as the respective recommendations for similar situations that may arise in the future. In summary, this Professional Sufficiency Work (TSP) focuses on enriching the effectiveness and competitiveness of Corporación Heysen S.A.C. in the international market through the implementation of a quality management model to help capture the loyalty of each of its clients.
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