{"id":23889,"date":"2025-01-30T23:07:23","date_gmt":"2025-01-30T23:07:23","guid":{"rendered":"https:\/\/abexis.es\/index.php\/product\/fidelizacion-calidad-y-gestion-de-clientes\/"},"modified":"2025-06-16T12:08:13","modified_gmt":"2025-06-16T12:08:13","slug":"fidelizacion-calidad-y-gestion-de-clientes","status":"publish","type":"product","link":"https:\/\/abexis.es\/index.php\/product\/fidelizacion-calidad-y-gestion-de-clientes\/","title":{"rendered":"FIDELIZACI\u00d3N, CALIDAD Y GESTI\u00d3N DE CLIENTES"},"content":{"rendered":"

1. INTRODUCCI\u00d3N A LA FIDELIZACI\u00d3N Y A LA GESTI\u00d3N DE LA CLIENTELA
\n 1.1 Concepto de fidelizaci\u00f3n
\n 1.2 La relaci\u00f3n con el cliente
\n 1.3 Satisfacci\u00f3n del cliente<\/p>\n

2. FACTORES Y VENTAJAS DE LA FIDELIDAD
\n 2.1 Factores fundamentales de la fidelidad
\n 2.2 La explicaci\u00f3n de la fidelidad
\n 2.3 Ventajas de la fidelidad<\/p>\n

3. SERVICIO Y VALOR
\n 3.1 Gesti\u00f3n del servicio
\n 3.2 Gesti\u00f3n del valor y prestaci\u00f3n del servicio
\n 3.3 Valor percibido por los clientes<\/p>\n

4. MARKETING INTERNO
\n 4.1 Principios organizativos. reingenier\u00eda
\n 4.2 \u00bfC\u00f3mo se aplica el marketing interno en la empresa?<\/p>\n

5. EXPECTATIVAS Y PERCEPCIONES
\n 5.1 Diferencias entre expectativas y percepciones
\n 5.2 El servicio deseado
\n 5.3 El servicio esperado
\n 5.4 Las percepciones<\/p>\n

6. CALIDAD
\n 6.1 La calidad del servicio
\n 6.2 Deficiencias en la calidad del servicio
\n 6.3 Expectativas de calidad
\n 6.4 Mejora del servicio
\n 6.5 Implantaci\u00f3n del plan
\n 6.6 Plan de calidad. redise\u00f1o de los procesos<\/p>\n

7. MARKETING DE RELACIONES
\n 7.1 Marketing relacional
\n 7.2 Estrategia de marketing relacional
\n 7.3 Implantaci\u00f3n del marketing relacional
\n 7.4 La venta relacional
\n 7.5 Dimensiones del marketing relacional<\/p>\n

8. LA PERSONA CONSUMIDOR
\n 8.1 Orientaci\u00f3n al consumidor
\n 8.2 La insatisfacci\u00f3n del cliente y retenci\u00f3n de clientes
\n 8.3 El tiempo de respuesta
\n 8.4 Recuperaci\u00f3n del servicio<\/p>\n

9. INSTRUMENTOS Y PROGRAMAS DE FIDELIZACI\u00d3N
\n 9.1 Instrumentos de fidelizaci\u00f3n
\n 9.2 Programas de fidelizaci\u00f3n
\n 9.3 CRM
\n 9.4 Gesti\u00f3n de bases de datos<\/p>\n","protected":false},"excerpt":{"rendered":"

Adquirir los conocimientos sobre las estrategias necesarias para lograr la fidelizaci\u00f3n de clientes, empleando los sistemas de gesti\u00f3n de calidad y herramientas como bases de datos, t\u00e9cnicas de marketing relacional y retenci\u00f3n de clientes.<\/p>\n","protected":false},"featured_media":23564,"template":"","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":""},"product_brand":[],"product_cat":[37],"product_tag":[],"class_list":["post-23889","product","type-product","status-publish","has-post-thumbnail","product_cat-comercio-y-marketing","first","instock","virtual","taxable","purchasable","product-type-simple"],"yoast_head":"\nFIDELIZACI\u00d3N, CALIDAD Y GESTI\u00d3N DE CLIENTES -<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/abexis.es\/index.php\/product\/fidelizacion-calidad-y-gestion-de-clientes\/\" \/>\n<meta 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