A gestão do relacionamento com o cliente: uma análise sobre a percepção do cliente em relação a qualidade do atendimento na empresa Previda - Plano assistencial funerário

Abstract

The aim of this present work is to identify through the customers’ perception, how is the level of satisfaction in relation to the service provided at the company Previda, discussing what are the ways that can be used to improve customer service in organizations, in order to promote better experiences, loyalty and guarantee the satisfaction of your customer portfolio, through a long-term relationship. Based on this, it was sought to study the relationship marketing and its importance in the companies that deal directly with service provision, the CRM (customer relationship management) tools as a technological alternative to facilitate and accompany customer’s journey through metrics and datas, concepts of customer service and also loyalty and satisfaction. For this purpose, the methodology used was quantitative, through descriptive research as to the ends and applied as to the means based on secondary data, with a sample of customers who used the company service. Finally, this work shows the necessity of improvement on customer service, through the creation of a relationship management department, the importance of the multiplicity of channels that can facilitate the communication with the customer and the creation of a committee that treats the possible occurrences, improvements that if established can increase the level of customers satisfaction even more.