Estrategia tecnológica basada en CRM aplicada a la mejora del servicio al cliente para las medianas industrias del sector textil de la Cámara de Industrias de Tungurahua - Caso: Corporación Impactex

Abstract

Impactex Corporation is an Ambateña company with about 18 years in the regional and national market dedicated to the elaboration of underwear for women, men, boys and girls during which it has experienced a significant growth in its client portfolio, make decisions to improve the perception of the same based on their levels of satisfaction. For this reason, the present research work has focused on carrying out a detailed analysis to be able to identify the use of technological strategies by the company to be able to provide an adequate service to its clients, in addition to being able to determine a strategy that allows to improve the quality of service delivered. The data obtained through the application of a survey show results, where it is evident that the company does not have an adequate process in the service to its clients, since it has no technological strategy for that purpose, which prevents that the company can generate appropriate relations with its clients, in addition it can be evidenced that there is an urgent need to implement a technological strategy. Thus, the resulting proposal based on the research directed me to determine the design of a web 2.0 portal, the same that allows the company to have a real-time communication with its clients to be able to give solution to their requirements, in addition to serve as a digital medium to be able to publicize the new products to them.