Estudo de caso: criação de valor compartilhado entre a empresa e o cliente

Abstract

The main objective of the project is to carry out an in-depth analysis of the client-company relationship in order implement a customer-centricity strategy that's based on putting the customer first and at the core of the business in order to provide a positive experience, build long-term relationships and maximize results in a win-win relationship. Through the PDCA methodology, it was possible to identify the main issues, analyze the processes in depth and establish a robust short-, medium- and long-term action plan. It is observed that with the implementation of the various actions outlined and with a robust plan, it is now possible to collect results observed on both sides, but the main thing is to monitor these results frequently to capture any deviations and act quickly and efficiently. keeping the plan always up to date.