Customer Management Proposal for SME Companies - Thesis Project

Customer management is a fundamental strategy for any type of company. Knowing and understanding buyers can be the key differentiator in achieving loyalty through customer retention.

Years ago, thinking about #CRM was only possible for large companies due to high investment costs. However, nowadays there are accessible and user-friendly software solutions, allowing #SMEs to use these kinds of tools to improve their processes. Nuxway Technology is an SME located in the city of Cochabamba, operating in the telecommunications sector. After nearly nine years in the market, it seeks to take a step forward by managing its customers through the Zoho Bigin CRM. To gain a clear understanding of the company's situation, a situational diagnosis was conducted.

The aim of this research is to generate a customer management proposal using Zoho Bigin CRM. For this work, a loyalty model was used, supported by two CRM models.

Keywords: Customers, CRM, Management, Loyalty

The full project can be found at the link.

Proyecto de Grado - Camilo Levy.pdf

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