FACULTY OF BUSINESS

ACCOUNTING SCHOOL

ACADEMIC REPORT

COURSE:

MANAGEMENT BUSINESS

AUTHOR:

FLORES CRUZ, Marina

TEACHER:

HURTADO CELMI, Jacqueline

Sede - Perú

(2023)

COVER

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 INDICE
COVER.......................................................................................................................................1
I. INTRODUCTION...........................................................................................................3
II. DEVELOPMENT............................................................................................................3
III. BIBLIOGRAPHICAL REFERENCES..........................................................................3

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 I. INTRODUCTION
It is very important that companies manage two-way communication in order to
receive customer feedback and thus maintain a direct and intimate relationship
with customers. The concept of satisfaction is important in all fields of study
because if customers are satisfied with a brand or product, they are more likely
to repeat purchases and recommend it in the future. Satisfaction is an indirect
form of quality management in service industries. Finding strategies to increase
customer retention has become a focus of attention and research for service
companies. The objective of this work is to show how current advertising must
incorporate bidirectional models to achieve greater differentiation based on how
the consumer is treated.

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 II. DEVELOPMENT
Loyalty tools
This is the challenge that today's society presents us, not only to get loyal
customers, but also to get customers who are loyal to the brand, that is, they do
not change it, but make it their identity, which is what people normally do the
most. The tool companies used are:
ERP: It is the method of integrating an organization's information and
processes into a single system, and is used in almost all types of
organizations, large or small.
CRM: They are business strategies that are not software or hardware,
and are in themselves a business strategy completely oriented to the
client, with effective processes that help to cover current needs and
satisfy their potential needs.
In the end, a SCRUM system will help in the process of regularly applying a set
of good team practices to work collaboratively and get the best results from a
project.
Taking into account all the most used loyalty tools, we will say that interaction
with the customer is essential if you want to stand out in the market, and this is
achieved by creating spaces where the consumer has fun and sees the brand
as something essential. part of his life.
III. BIBLIOGRAPHICAL REFERENCES
PPTS of the Business Management course classes
IV. EXHIBIT
https://youtu.be/SEnRV92a2TI

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