Incidencia de la carencia de un perfil de un cliente ideal en el gasto inadecuado de recursos en atención al cliente en IOKARS.

Abstract

The research developed in this document is about “The incidence of the lack of an ideal client profile in the inappropriate expenditure of resources in customer service in IOKARS” where it is proposed to recognize if the lack of determination of this profile is generating misused resources in the company. Some aspects of the company are detailed, as well as the objectives of the research. Information about to the theoretical framework and methodological approach with which the study is carried out is also presented. A survey was carried out to obtein information that focuses on having company information to know the relationship between customer service spending and the level of sales. Also, an instrument is used to know the characteristics of customers of IOKARS 2019. The results show that, the lack of an ideal client profile affects the inadequate expenditure of resources in customer service. Therefore, an ideal IOKARS 2020 client profile was defined based on the results of the information that was found about the clients. This is the significant contribution of the study towards organization.