Citas bibligráficas
Cabezas, G., Vigo, A. (2024). Propuesta de mejora en el proceso de retención de clientes de Mibanco [Trabajo de suficiencia profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/682791
Cabezas, G., Vigo, A. Propuesta de mejora en el proceso de retención de clientes de Mibanco [Trabajo de suficiencia profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/682791
@misc{renati/1299856,
title = "Propuesta de mejora en el proceso de retención de clientes de Mibanco",
author = "Vigo Valqui, Armando",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
This Professional Proficiency Work analyzes the case of the financial institution Mibanco, which shows a decrease in the number of direct credit clients at the end of last year. Therefore, the objective of this study is to propose three improvement alternatives that seek to solve the identified problem. In the first chapter, an external and internal diagnosis of the company is carried out in order to provide greater detail of the problematic situation. In the second chapter, the theoretical framework is developed through the collection of background information, models and theories that allow addressing the problem, in order to propose the corresponding alternatives. Finally, in the third chapter, the comparative analysis of the solution alternatives is detailed based on their viability, impact, costs, duration and scope of each option. Thus, the chosen alternative is the implementation of the CRM model to improve the organization's customer retention process.
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