Bibliographic citations
Saldaña, S., Marin, J. (2017). Impacto de la implementación de un software basado en CRM y listas inteligentes para la atención de clientes de karaokes [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12362
Saldaña, S., Marin, J. Impacto de la implementación de un software basado en CRM y listas inteligentes para la atención de clientes de karaokes [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/12362
@misc{sunedu/3001380,
title = "Impacto de la implementación de un software basado en CRM y listas inteligentes para la atención de clientes de karaokes",
author = "Marin Cortez, Julio Cesar",
publisher = "Universidad Privada del Norte",
year = "2017"
}
ABSTRACT The objective of this research is to measure the impact generated by the implementation of a web and mobile software based on CRM (Customer Relationship Management) and smart lists in customer service in karaoke in the city of Cajamarca. With the purpose of improving customer service time. It is important to highlight that a study of the main problems of the karaokes in Cajamarca was made. One of its main problems is the customer service time provided by the karaokes, providing a solution to this problem, a web and mobile software based on CRM and smart lists was implemented, where customers can place orders for products and songs within karaoke without the need for delays and the loss or confusion of them. For the documentation it was decided to use an agile AUP (Agile Unified Process) methodology, for the development of the web software IDE of Visual Studio .net was used, Andriod Studio for the development of the mobile software and SQL server as a database server. The mobile software allows you to make the customer, order products, select songs, see list of requested songs and see list of offers offered by karaoke. The web software allows as administrator user, make the sale of the order made by the customer, order and play list of requested songs, create offers for the client, issue CRM indicators, show statistical tables with results of the variables previously chosen. To verify the usability of the software, a karaoke was selected for the purpose of testing the web and mobile software; a population and concrete sample was estimated, in which we managed to measure the impact and improvement in customer service time. It is concluded that the implementation of a web and mobile software based on CRM and smart lists, significantly improves customer service time, facilitates order and attention processes, improves time in decision making and allows the development of strategies to the administration of the karaokes, to respond correctly to the needs of their customers.
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