Servicios de Abastecimiento y Saneamiento - La Tribuna del Agua

SERVICIOS DE ABASTECIMIENTO Y SANEAMIENTO
INNOVATION
IN CLIENT MANAGEMENT
Mariano Blanco Orozco
ABSTRACT:
The “Innovation in Client Management” in
companies in the distribution of water and sanitation
sector is intimately linked to the concept
of “Advanced Client Management”, which places
emphasis on the need to know the client and the
market to guarantee the later offering of a better
service and to fulfil expectations, as well as in the
need to innovate in each of the processes in service
provision.
The current speech makes it clear how important
it is to put into practice innovations in management
processes, without losing sight of the fact
that each of our activities and operations must
help to obtain a balanced profit in the long term in
our business – both Economic and Environmental.
A concept to be analysed is that of “Strategic
Orientation towards the Client” – understanding
this to be the implementation of a culture and
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a know-how that will reach all departments and
employees in the company and will be translated
into a solid image from the perspective of
the client and a homogenising of the procedures,
leading in turn to an increase in the “Level of
Services Offered”. To reach this situation, major
investments need to be made – both in economic
and human resources – fundamentally in the area
of training and systems, focused on developing
abilities in the employees in the various service
provision processes.
KEYWORDS:
Innovation, strategic orientation towards the
client, expectations, perception, alternative channels,
advanced client management, differentiation,
segmentation, industrialisation of knowledge, level
of services, growing innovations, continuous
improvement.