Impacto de la implementación de una estrategia de CRM en una empresa comercial Colombiana

Abstract

“Impact of the implementation of a CRM strategy in a Colombian Commercial Company” is an investigation thesis with practical and measurable aims, that looks forward to determine the impact that generates in an organization the sensibilization of its human talent, in tries of a continuous improvement of the service provided to the companies clients.

This thesis was applied in Internacional de Electricos Ltda. a colombian company dedicated to the electrical product commercialization for the industry and the construction, with main seat in Ibagué, Tolima; in which the implementation was made. In agreement with the direction of the company, the project began in January of 2008, previous analysis and investigation of the related subjects; in order to determine the impact at the end of the month of March of the same year.