Plan de mejora para el fortalecimiento del proceso de fidelización de clientes en la empresa CC Distribuciones Farmacéuticas Ltda.

Abstract

In a globalized economy, companies seek to maximize their resources in order to generate greater profitability, and although sales set the starting point, it is the customers who ultimately determine that effective income. Meeting the primary needs of customers and providing them with satisfaction through products and services, becomes the main objective of an organization, raising awareness of organizations in investing in customers and not wasting advertising it's characteristic of a good business strategy. In this work is the development of the improvement plan to be applied to the company C.C. Distribuciones Pharmaceuticals Ltda., focused strategically on customer loyalty.The development of this project was generated by the overall evaluation and diagnosis of the company, identification of its risk factors and the analysis of each area, thus finally concluding that the most critical element is the rotation of customers and therefore the prevention and control of this risk must be established through an improvement plan, generating expansion and growth of this organization.