Model to increase the profitability of micro and small businesses through the digital transformation of contact channels using Sales Funnels and Adaptive Sales in the post-Covid-19 era. (#320)

Authors

Rojas Garcia, José Antonio

Arroyo Elescano, Andrea Del Rocio

Arambarri, Jon

Abstract

Commercial companies carry out activities in which goods or services are exchanged for money that allows them to keep operating when recovering your investment to continue producing goods or services, thus promoting the growth of the economy; This process fuels the generation of employment, satisfaction of consumer needs and product development and company services. Of the total number of organizations businesses that operate in the world 90% are micro, small and medium-sized enterprises (MSMEs), and in the case Peruvian the importance of this type of company is still greater since they represent 85% of employment and they contribute to 84% of the Gross Domestic Product (GDP). In specify the micro and small companies represent 95.8 % of companies in the country. However, despite his importance only 10% of these companies achieve about passing the 10-month operation period, due to its low level of competitiveness. There are several factors that affect this performance, however, it has been identified that 90% of companies consider that in order to operate must adequately develop marketing processes and sales supported in digital businesses. To get over said deficiencies, it has been established as the main objective in the following investigation implement an agile model and efficient based on customer segmentation and the adaptive sales generation using the Digital Transformation with the aim of improving sales, reduce customer service times, improve customer acquisition and development efficient management processes.