Bibliographic citations
Albines, C., (2015). Evaluación del impacto de la implementación de una estrategia CRM en la mejora del proceso de atención al cliente en la empresa San Lorenzo asociados servicios generales SRL de Cajamarca en el 2014 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/6826
Albines, C., Evaluación del impacto de la implementación de una estrategia CRM en la mejora del proceso de atención al cliente en la empresa San Lorenzo asociados servicios generales SRL de Cajamarca en el 2014 [Tesis]. PE: Universidad Privada del Norte; 2015. https://hdl.handle.net/11537/6826
@misc{renati/402512,
title = "Evaluación del impacto de la implementación de una estrategia CRM en la mejora del proceso de atención al cliente en la empresa San Lorenzo asociados servicios generales SRL de Cajamarca en el 2014",
author = "Albines La Torre, Claudia Pamela",
publisher = "Universidad Privada del Norte",
year = "2015"
}
ABSTRACT The present research suggests the implementation of a CRM strategy to improve customer attention Company San Lorenzo Associate General Services SRL., This proposal seeks to improve the relationship that the company may have with your important customers and those that is not client loyalty to the company, have more control and information management and develop marketing campaigns to improve the image of the company. At the start of this research the processes involved with the business were identified subsequently performed a thorough study on the current status of the areas, thus obtaining the gaps in their processes. After learning deficiencies processes and develop a basis of the current situation of the company line is that a proposed solution which was the implementation of a CRM strategy to improve customer time was developed, the same as developed under the guidelines of the methodology of Francis Buttle, which is recognized worldwide and is widely used by developers of CRM. The methodology evaluates the process from five very important steps which will govern the project according to business needs and submit. Additionally CRM strategy was implemented using the tool Vtiger, who was the one that was at the level of business requirements and met the expectations that had initially met and that implementation. As final product a system capable of managing all processes keeping track of these and be at the forefront of many companies in the market who work in the same area, but not perhaps even decide to migrate to new technological directions was obtained . This strategy of CRM was able to achieve the objectives of the project not only but also the objectives of the company, the manager and all employees who are the end users and which were trained for proper system operation.
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