Citas bibligráficas
Villavicencio, W., García, E. (2020). Diseño de plataforma de gestión de relaciones con el cliente para la empresa J & R Technology Solutions S.A.C. [Trabajo de investigación, Universidad Tecnológica del Perú]. https://hdl.handle.net/20.500.12867/3431
Villavicencio, W., García, E. Diseño de plataforma de gestión de relaciones con el cliente para la empresa J & R Technology Solutions S.A.C. [Trabajo de investigación]. PE: Universidad Tecnológica del Perú; 2020. https://hdl.handle.net/20.500.12867/3431
@misc{sunedu/3033755,
title = "Diseño de plataforma de gestión de relaciones con el cliente para la empresa J & R Technology Solutions S.A.C.",
author = "García Camiña, Edwin Cesar",
publisher = "Universidad Tecnológica del Perú",
year = "2020"
}
The purpose of the research was to design a customer relationship management platform for the company J & R Technology Solutions SAC, which allows having all the customer information on a centralized basis, in order to manage efficient relationship and customer service. The research is applied, with a non-experimental design and a qualitative approach. The data was collected through surveys, interviews and questionnaires, therefore, it was found that the company had customer information in a dispersed way and the internal processes lacked fluidity, which affected having an adequate management of customer relationships. In the development of the solution, the Zoho CRM cloud tool was used, and the agile Scrum methodology, consisting of five phases, was applied to implement the CRM strategy. It is concluded that the proposed design of the CRM platform can support the optimization of the internal processes of the company and customer relationships, because it allows centralizing information on contacts, customers, sales, communications and monitoring activities. , which are necessary to provide quality service in customer service and satisfaction.
Este ítem está sujeto a una licencia Creative Commons Licencia Creative Commons