The present research is descriptive and has the problem How improvements in process customer credit increases the level of SME Credit loans on agency Esperanza Trujillo EDPYME ROOT in the period January-October 2013?, for which aims to determine how the process improvements in customer manage to increase the level of SME loan placements. As theoretical to illustrate the nature, characteristics and advantages of giving a good customer and involving all members of the business considerations are presented. They hypothesised having improvements in customer process allow favorably increase the level of SME credit loans. The methodology is based on fieldwork, which allowed collecting information of interest using direct collection strategies in reality under study. The techniques and instruments used were: questionnaire for institutional clients and another for staff, for which purpose it was...