SILVA, E. F.; SILVA, Erica Ferreira da.
Resumo:
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.