El proceso de la gestión de la comunicación para optimizar la información del cliente en la Corporación Nacional Eléctrica CNEL EP de la ciudad de Manta, año 2023.

Abstract

Communication management and optimization of customer information are crucial aspects in any organization, whether public or private, all of these Companies seek to satisfy the needs and expectations of their users. The present study case, titled as “The communication management process to optimize the customer information in the National Electric Corporation CNEL EP of the city of Manta year 2023”, focuses on the quality, availability of communication and information that determines the processes of the customer service area. This topic is based on the approach of customer satisfaction at the time of interact with the company, highlighting how proper communication management can influence customer perception and experience. The present study addresses the challenge of CNEL EP in the city of Manta, which faces problems of inefficient communication and lack of automation in customer information management, lack of policies specificities and the obsolescence of the systems have generated deficiencies in communication and have negatively impacted customer satisfaction.