El modelo “Customer Relationship Management” como herramienta para gestionar la relación con los clientes en las grandes empresas de servicios no financieros de la ciudad de Medellín

105 páginasTo determine the viability and efficiency in the implementation of strategies for the Customer Relationship Management in the large non-financial companies in the city of Medellín, the first step was taking a look at North America –United States and Canada–, to have a reference point in a dynamic market where CRM is the fundamental basis of relationship strategies. Some cases of successful implementation of this methodology in the companies were analyzed, as well as theories held by highly regarded authors. It was also necessary to determine the advantages and disadvantages that come with the implementation of a CRM strategy; therefore, secondary information was analyzed to explain why it is good to implement relationship strategies and the obstacles or problems that brings its execution. Using in-depth interviews, the existing CRM theory and the reality of its implementation in large non-financial services companies of Medellin was corroborated and contrasted.Para determinar qué tan viable y eficiente resulta la implementación de estrategias de Administración de la Relación con el Cliente en las grandes empresas de servicios no financieros de la ciudad de Medellín, se comenzó realizando un recorrido por Norteamérica –Estados Unidos y Canadá–, para tener el referente de un mercado dinámico donde el CRM es base fundamental de las estrategias de relacionamiento; igualmente se analizaron casos de éxito de la implementación de esta metodología en dichas empresas y teoría de autores norteamericanos de gran reconocimiento y trayectoria. Era indispensable también determinar las ventajas y desventajas que trae consigo la implementación de una estrategia CRM, para lo cual se accedió a información secundaria que expuso y sustentó por qué es bueno implementar estrategias de relacionamiento y los obstáculos o problemas que trae su ejecución. Con el trabajo de campo –entrevistas a profundidad– se pudo corroborar y contrastar la teoría existente sobre CRM y la realidad de su aplicación en las grandes empresas de servicios no financieros de Medellín.PregradoIngeniero(a) Administrativo(a

Salud oral en mujeres embarazadas atendidas en un hospital de Manizales, Colombia. 2013

Introducción. Un factor de riesgo durante el embarazo es la patología dental, la cual puede traer consecuencias patológicas sobre la madre y el feto.Objetivo. Describir la salud oral y los eventos patológicos relacionados en mujeres embarazadas que asistieron a controles prenatales y odontológicos en Assbasalud Empresa Social del Estado (ESE) en Manizales, Colombia, durante 2013.Materiales y métodos. Se realizó un estudio descriptivo que revisó 502 historias clínicas de gestantes que asistieron a controles prenatales y odontológicos en Assbasalud ESE en Manizales.Resultados. 75.1% de las pacientes tuvo de 1 a 3 controles odontológicos y 93.2% presentó patologías dentales durante la gestación, donde las más frecuentes fueron gingivitis (75.4%) y caries (67.6%). 21.1% no tenía dientes cariados y 30.4% contaba con dientes perdidos. Al 79% se le realizó obturación dental durante el embarazo y el 9.9% no asistió a controles odontológicos.Conclusión. En Assbasalud ESE hay buena cobertura de odontología durante los controles prenatales, con eficiente promoción y prevención de las patologías dentales durante la gestación. En consecuencia, existe baja relación entre la patología oral y las enfermedades sistémicas. Asimismo, hay un correcto plan de remisión a servicios de tercer nivel de las gestantes con riesgo de complicaciones perinatales.Introduction: A risk factor during pregnancy is dental pathology, which can pose pathological consequences on the mother and the fetus.Objective: To describe oral health and related pathological events in pregnant women who attended prenatal and dental checkups at Assbasalud Empresa Social del Estado (ESE) in Manizales, Colombia, during 2013.Materials and methods: Descriptive study in which 502 clinical records of pregnant women who attended prenatal and dental checkups in Assbasalud ESE in Manizales were reviewed.Results: 75.1% of the patients attended between 1 and 3 dental checkups and 93.2% presented with dental pathologies during pregnancy, being gingivitis (75.4%) and cavities (67.6%) the most frequent. 21.1% of the sample did not have decayed teeth, while 30.4% had missing teeth. 79% had dental filling during pregnancy and 9.9% did not attend dental checkups.Conclusion: Assbasalud ESE offers good dental coverage during prenatal checkups though the efficient promotion and prevention of dental pathologies during pregnancy. Consequently, there is a low correlation between oral pathology and systemic diseases. In addition, a proper referral plan to third-level services is provided to pregnant women at risk of perinatal complications

Oral health in pregnant women treated at a hospital of Manizales (Colombia), 2013: Descriptive study

Introduction: A risk factor during pregnancy is dental pathology, which can pose pathological consequences on the mother and the fetus. Objective: To describe oral health and related pathological events in pregnant women who attended prenatal and dental checkups at Assbasalud Empresa Social del Estado (ESE) in Manizales, Colombia, during 2013. Materials and methods: Descriptive study in which 502 clinical records of pregnant women who attended prenatal and dental checkups in Assbasalud ESE in Manizales were reviewed. Results: 75.1% of the patients attended between 1 and 3 dental checkups and 93.2% presented with dental pathologies during pregnancy, being gingivitis (75.4%) and cavities (67.6%) the most frequent. 21.1% of the sample did not have decayed teeth, while 30.4% had missing teeth. 79% had dental filling during pregnancy and 9.9% did not attend dental checkups. Conclusion: Assbasalud ESE offers good dental coverage during prenatal checkups though the efficient promotion and prevention of dental pathologies during pregnancy. Consequently, there is a low correlation between oral pathology and systemic diseases. In addition, a proper referral plan to third-level services is provided to pregnant women at risk of perinatal complications