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- Title
SISTEMA DE MEJORA CONTINUA PARA EL PROCESO CRM DE UNA EMPRESA DE SERVICIOS.
- Authors
Estrada, Isaac Cruz; Leyva, Ernesto Lagarda; Miranda Zavala, Ana María
- Abstract
This study aims to implement a continuous improvement system (SMC) for a service company of the city of Tijuana BC, Mexico, in order to improve process performance customer relationship management (CRM) implemented in the organization under study. The paper begins with a review of performance measurement systems, in addition to substantiate the items referred to in the CRM company, then describe how it is evaluated the implanted process. As a result the stages are presented below by the SMC, looking to increase the performance of the CRM process, thus the instruments used are indicated, which are currently part of program implementation. The experience developed in the implanted cyclical process allows continuously innovate the ways in which the organization addresses the needs of the environment, always looking to meet expectations and market demand.
- Publication
3C Empresa, 2015, Vol 4, Issue 4, p200
- ISSN
2254-3376
- Publication type
Article
- DOI
10.17993/3cemp.2015.040424.200-218