Aplicação da metodologia MASP para melhoramento do setor de Customer Success de uma empresa produtora de encontros corporativos.

Abstract

In a market where competition is the watchword, the customer sets the rules. Customer satisfaction will likely bring loyalty, consequently profitability for the company, in addition to new market opportunities. Therefore, the search for success becomes increasingly increasing. However, as for all sectors of an organization, with customer success, as the area that is concerned with customer success is known, it is no different its processes need to be continually improved, as problems and failures can affect its performance and its effectiveness. Given this context, this work aims to apply the MASP methodology to improve the customer success sector of a company that produces corporate meetings. It is an applied, qualitative, quantitative and exploratory research. Its elaboration took place through two technical procedures: the bibliographic research and the case study. The application of the MASP took place effectively as scheduled. In terms of results, it is essential to emphasize that positive gains were achieved through the execution of actions designed to contain the causes raised that led to the identified problem. By carrying out this work, it was possible to observe in a practical way how the MASP methodology can be beneficial for an organization, bringing improvements and consequently greater efficiency and effectiveness for organizational processes.