1. A IMPLEMENTAÇÃO DO SETOR DE PÓS-VENDAS E SUA RELAÇÃO COM A RETENÇÃO DE CLIENTES.
- Author
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Moreira Silva, Aldenara, Matte, Juliana, and Sperandio Milan, Gabriel
- Subjects
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CUSTOMER retention , *BUSINESS expansion , *BUSINESS revenue , *CUSTOMER services , *ACTION research - Abstract
The article presents an action research in a software developer company of Caxias do Sul / RS. In 2014, the company identified a retention rate of 43%, considered low index for the segment and type of product in study. Faced with this problem, the company verified the need to implement the After-Sales Sector. Through this industry, the services offered to the customer have the potential to become the most profitable part of the company's operations, resulting in better customer retention, better competitive positioning for the core business, growth in sales revenues, and profitability provided by existing customers. After its implementation, the results showed that there was an increase in active customers with the increase in the number of new CATS, increase in billing, increase in the number of clients with more than one license, as well as a decrease in the number of queries regarding doubts of activation and use. [ABSTRACT FROM AUTHOR]
- Published
- 2020
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