HOW DO AFTER-SALES AND CUSTOMER RELATIONSHIP PRACTICES CREATE A POSITIVE IMPACT FOR COMPANIES?

Abstract

The objective of this work was to demonstrate how much post-sales in companies can positively contribute to customer loyalty and to win new customers. We researched the importance of the contribution of the feedback obtained through customer/company relations, which can be important for the positivity of customers. We opted for a methodology of qualitative research scope with descriptive and explanatory purposes and without restriction in the research that proposed to identify and analyze the relationships between service, sales and post-sales. Data collection was carried out through semi-structured interviews and data processing was carried out through content analysis with comparisons and bibliographic references. We conclude that price is not the only benchmark for the customer. After-sales is a set of actions that add significantly to the loyalty and conquest of new customers, offering a humane and individualized, non-horizontal treatment, always considering the differences between individuals and their singularities, seeking to satisfy their tastes, desires and needs.