Plan de mejoramiento de la gestión de servicio al cliente de la empresa Industrias Yilop de Colombia Limitada mediante la implementación de un software de administración de relaciones con los clientes (CRM) en la ciudad de Santiago de Cali.

YILOP industries from Colombia is fully aware that in this current time there is not enough to make high quality products or to have products and processes certified under certain legislation or measuring standard. Customer service has become fundamental for sailing any kind of service or product. The use of CRM software has become a useful strategy that will allow company to increment its revenue, also helps with new and current product marketing, to minimize costs and keep a trust level in customers. This research suggests a solution for this problem by studying the current state or organization to identify strong and weak points. A survey is given to managers, employees, and customers to measure the satisfaction of customer service offered by the company and the adopting level fad software tools to improve customer service. Finally we set follow and a control mechanism to evaluate the results of continuous improvement in organization. With this improvement plan we expect to improve customer’s retention index, to increase sales and company revenue making the new customers and market search cheaper. To improve the inventory control and get a better positioning in the current market

• Autores: Buitrago Pérez, Emerson; Barandica Quintero, Janeth; Gerena Salamando, Katherine
• Tipo de recurso: Trabajo de grado de pregrado
• Fecha de publicación: 2013
• Institución: Universidad del Quindío
• Repositorio: Repositorio Universidad del Quindío
• Idioma: spa
• OAI Identifier: oai:bdigital.uniquindio.edu.co:001/3491
• Acceso en línea: https://bdigital.uniquindio.edu.co/handle/001/3491
• Palabra clave: plan de mejoramiento; servicio al cliente
• Rights: openAccess
• License: Derechos Reservados - Universidad del Quindio, 2013