CRM - Algo no tan nuevo, pero ahora más que necesario en las organizaciones. Parte 1

• Autor: Gandolfi, Renato
• Formato: documento de trabajo
• Fecha de Publicación: 2021
• Institución: Pontificia Universidad Católica del Perú
• Repositorio: PUCP-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.pucp.edu.pe:20.500.14657/175036
• Enlace del recurso: http://repositorio.pucp.edu.pe/index/handle/123456789/175036
• Nivel de acceso: acceso abierto
• Materia: CRM; Gestión de relación con el cliente; Mercado; Generación de valor; Cliente; http://purl.org/pe-repo/ocde/ford#5.02.04

For a long time, people have heard about CRM (customer relationship management), associating it with a technological tool, with a software or a technology at the service of the company to manage the data of its customers, however in my understanding it is Much more than that, it is an important part related to a work philosophy based on the Costumer Centric, where the customer is at the center of the business. It is a way or model of work that, when integrated throughout the organization, seeks to satisfy the real needs of customers in a joint effort of the entire organization. First, a general contextual introduction will be mentioned, then some definitions of the term CRM will be presented, then the most common types of CRM denoting their advantages and disadvantages, ending with a summary of Their use in the generation of value in organizations