Estrategia de fidelización para incrementar clientes y reducir costos en la empresa Movistar, agencia Machala.

Abstract

The main objective of this work is to understand the customer acquisition system and determine the failures to achieve the desired purpose that is customer loyalty and attracting at a low cost in the company Movistar branch of the city of Machala, after the study The main focus of this study is to develop a strategy to define a service protocol through the use of the CRM (Customer Relationship Management) tool, which allows us to capture, retain, recover customers and increase loyalty over time. It is also considered in parallel to customer loyalty, establish short response times at the time of inconvenience in the delivery of a good or service.