Processo do gerenciamento dos clientes a partir de canais digitais no segmento de veículos comerciais

Detalhes bibliográficos
Autor(a) principal: Sousa, Bruno Rocha de
Data de Publicação: 2024
Tipo de documento: Trabalho de conclusão de curso
Idioma: por
Título da fonte: Repositório Institucional da UFPB
Texto Completo: https://repositorio.ufpb.br/jspui/handle/123456789/33885
Resumo: The objective of the work is to establish a management process that allows tracking of leads generated through digital channels available to customers who are interested in purchasing commercial vehicles. Based on the diagnosis of the influence of digital channels, a system for monitoring these interactions was defined, the process of tracking customer relationships through digital channels was established, and the viability of these communications using data obtained through CRM was analyzed. It was necessary to establish an automated process that guaranteed agility, assertiveness and security of information to ensure the traceability of customer relationships on digital channels in the commercial vehicle segment at a truck dealership. The results obtained were an increase in the number of vehicles sold, in 2022 it was an increase of 1200% compared to 2021, in 2023 even with the sector in decline in the market as a whole, there was an increase of 300% compared to 2021 and a drop of 80% in reaction to 2022.
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spelling Processo do gerenciamento dos clientes a partir de canais digitais no segmento de veículos comerciaisLeads. MarketingDigitalCRM.Relacionamento.CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAOThe objective of the work is to establish a management process that allows tracking of leads generated through digital channels available to customers who are interested in purchasing commercial vehicles. Based on the diagnosis of the influence of digital channels, a system for monitoring these interactions was defined, the process of tracking customer relationships through digital channels was established, and the viability of these communications using data obtained through CRM was analyzed. It was necessary to establish an automated process that guaranteed agility, assertiveness and security of information to ensure the traceability of customer relationships on digital channels in the commercial vehicle segment at a truck dealership. The results obtained were an increase in the number of vehicles sold, in 2022 it was an increase of 1200% compared to 2021, in 2023 even with the sector in decline in the market as a whole, there was an increase of 300% compared to 2021 and a drop of 80% in reaction to 2022.O objetivo do trabalho é estabelecer um processo de gerenciamento que permita rastrear os leads gerados por meio dos canais digitais disponíveis para os clientes que tenham interesse de compra em veículos comerciais. A partir do diagnóstico da influência dos canais digitais foi definido uma sistemática de acompanhamento destas interações, estabelecido o processo de rastreamento do relacionamento dos clientes por meio dos canais digitais, analisou-se a viabilidade destas comunicações dos dados obtidos através do CRM. conclui-se que foi necessário estabelecer um processo automatizado que garantisse agilidade, assertividade e segurança das informações para assegurar a rastreabilidade do relacionamento dos clientes dos canais digitais no segmento de veículos comerciais em uma concessionária de Caminhões. Os resultados obtidos foi uma elevação no número de veículos vendidos, em 2022 foi um aumento de 1200% comparado a 2021, já em 2023 mesmo com setor em queda de mercado como um todo, teve um aumento de 300% em relação a 2021 e uma queda de 80% em reação a 2022.Universidade Federal da ParaíbaBrasilEngenharia de ProduçãoUFPBOliveira, Jailson Ribeiro deSousa, Bruno Rocha de2025-03-11T00:47:52Z2025-03-102025-03-11T00:47:52Z2024-05-17info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/bachelorThesishttps://repositorio.ufpb.br/jspui/handle/123456789/33885porinfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFPBinstname:Universidade Federal da Paraíba (UFPB)instacron:UFPB2025-03-11T06:09:11Zoai:repositorio.ufpb.br:123456789/33885Repositório InstitucionalPUBhttps://repositorio.ufpb.br/oai/requestdiretoria@ufpb.br||bdtd@biblioteca.ufpb.bropendoar:25462025-03-11T06:09:11Repositório Institucional da UFPB - Universidade Federal da Paraíba (UFPB)false
dc.title.none.fl_str_mv Processo do gerenciamento dos clientes a partir de canais digitais no segmento de veículos comerciais
title Processo do gerenciamento dos clientes a partir de canais digitais no segmento de veículos comerciais
spellingShingle Processo do gerenciamento dos clientes a partir de canais digitais no segmento de veículos comerciais
Sousa, Bruno Rocha de
Leads. Marketing
Digital
CRM.
Relacionamento.
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
title_short Processo do gerenciamento dos clientes a partir de canais digitais no segmento de veículos comerciais
title_full Processo do gerenciamento dos clientes a partir de canais digitais no segmento de veículos comerciais
title_fullStr Processo do gerenciamento dos clientes a partir de canais digitais no segmento de veículos comerciais
title_full_unstemmed Processo do gerenciamento dos clientes a partir de canais digitais no segmento de veículos comerciais
title_sort Processo do gerenciamento dos clientes a partir de canais digitais no segmento de veículos comerciais
author Sousa, Bruno Rocha de
author_facet Sousa, Bruno Rocha de
author_role author
dc.contributor.none.fl_str_mv Oliveira, Jailson Ribeiro de
dc.contributor.author.fl_str_mv Sousa, Bruno Rocha de
dc.subject.por.fl_str_mv Leads. Marketing
Digital
CRM.
Relacionamento.
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
topic Leads. Marketing
Digital
CRM.
Relacionamento.
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
description The objective of the work is to establish a management process that allows tracking of leads generated through digital channels available to customers who are interested in purchasing commercial vehicles. Based on the diagnosis of the influence of digital channels, a system for monitoring these interactions was defined, the process of tracking customer relationships through digital channels was established, and the viability of these communications using data obtained through CRM was analyzed. It was necessary to establish an automated process that guaranteed agility, assertiveness and security of information to ensure the traceability of customer relationships on digital channels in the commercial vehicle segment at a truck dealership. The results obtained were an increase in the number of vehicles sold, in 2022 it was an increase of 1200% compared to 2021, in 2023 even with the sector in decline in the market as a whole, there was an increase of 300% compared to 2021 and a drop of 80% in reaction to 2022.
publishDate 2024
dc.date.none.fl_str_mv 2024-05-17
2025-03-11T00:47:52Z
2025-03-10
2025-03-11T00:47:52Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/bachelorThesis
format bachelorThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://repositorio.ufpb.br/jspui/handle/123456789/33885
url https://repositorio.ufpb.br/jspui/handle/123456789/33885
dc.language.iso.fl_str_mv por
language por
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.publisher.none.fl_str_mv Universidade Federal da Paraíba
Brasil
Engenharia de Produção
UFPB
publisher.none.fl_str_mv Universidade Federal da Paraíba
Brasil
Engenharia de Produção
UFPB
dc.source.none.fl_str_mv reponame:Repositório Institucional da UFPB
instname:Universidade Federal da Paraíba (UFPB)
instacron:UFPB
instname_str Universidade Federal da Paraíba (UFPB)
instacron_str UFPB
institution UFPB
reponame_str Repositório Institucional da UFPB
collection Repositório Institucional da UFPB
repository.name.fl_str_mv Repositório Institucional da UFPB - Universidade Federal da Paraíba (UFPB)
repository.mail.fl_str_mv diretoria@ufpb.br||bdtd@biblioteca.ufpb.br
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