Bibliographic citations
Paliza, M., Alvarez, I. (2017). Martketing relacional para incrementar el nivel de fidelización de clientes en la empresa Servifrenos Fernandez S.R.L. en la ciudad del Cusco, año 2017. [Tesis, Universidad Andina del Cusco]. https://hdl.handle.net/20.500.12557/1249
Paliza, M., Alvarez, I. Martketing relacional para incrementar el nivel de fidelización de clientes en la empresa Servifrenos Fernandez S.R.L. en la ciudad del Cusco, año 2017. [Tesis]. : Universidad Andina del Cusco; 2017. https://hdl.handle.net/20.500.12557/1249
@misc{renati/958423,
title = "Martketing relacional para incrementar el nivel de fidelización de clientes en la empresa Servifrenos Fernandez S.R.L. en la ciudad del Cusco, año 2017.",
author = "Alvarez Rojas, Ibeth Arlene",
publisher = "Universidad Andina del Cusco",
year = "2017"
}
The present research work was done to increase the level of customer loyalty in the company Servifrenos Fernandez S.R.L. using Relational Marketing as its tool and its dimensions, first a study was carried out to determine the initial level of customer loyalty applying surveys based on the framework of research. Once the data were processed, it was possible to highlight the main shortcomings in each dimension and thus it was possible to establish strategies and activities to improve and increase the level of customer loyalty in the company. Once these strategies were implemented, the survey was reapplied, obtaining new data that reflected this increase. The main benefits that a company uses in relational marketing are differentiation with competition through customer satisfaction, you can detect unsatisfied customers so that they recover. In addition to achieving continuous improvement and optimization of the company's customer portfolio. In this way, the company grows in many areas facing the customer, offering the highest satisfaction and obtaining a new way of customer loyalty. For the research the following dimensions of Relational Marketing were taken as study: Customer orientation, management process, and establishment of associations and networks.
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