Processos e resultados: análise da gestão dos processos e seus resultados aplicado ao departamento de prevenção de perdas no grupo Mateus

Abstract

The growing globalization brought great contributions that impacted the whole society and fostered the economic development of corporations, as well as the competitiveness of the market. And it is crucial for a company that wants to remain, grow and maximize its services, to properly use strategies and tools that help and guide a healthy relationship with the customer. Consumers have become more demanding and are not only looking for low cost, but also for an experience that exceeds their expectations in terms of service, satisfying them. Therefore, Quality in customer service and Relationship Marketing stand out as important facilitating tools in the expansion and loyalty of customers. The first deals with the way activities, products/services should be developed, aiming at the continuous improvement of their processes. The second aims to elucidate communication as an ally for the company to know its clientele and provide a good relationship with it. But in order to be implemented in operational processes, it is necessary to understand them, to know how to use them in a way that brings positive results to the company and customers. Objectives: Present ways to improve customer service, facilitate the development and expansion of partnerships with them, as well as understand the importance of building a healthy relationship with customers and describe the quality of service and relationship marketing as tools to achieve satisfaction. and loyalty. Methodology: A bibliographic review was used, analyzing studies published between 2010 and 2022, as well as a case study of an analysis of customer relationship building carried out in six municipalities in the state of Maranhão. Conclusion: It was possible to highlight the importance of adding quality and relationship marketing as excellent tools to achieve customer satisfaction and loyalty, in view of the services provided and also the need to combine communication and acquisition of knowledge, through courses of training that are considered investments to achieve good results.