Banca de QUALIFICAÇÃO: LOUYZE LOURRANE FONSECA PEREIRA

Uma banca de QUALIFICAÇÃO de MESTRADO foi cadastrada pelo programa.
STUDENT : LOUYZE LOURRANE FONSECA PEREIRA
DATE: 12/05/2025
TIME: 16:00
LOCAL: https://meet.google.com/bgv-xzwy-oku
TITLE:

LA CASA DE PAPEL: Onboarding Framework for New Clients

KEY WORDS:

Communication Process; Customer Success; Customer Journey; Framework; Onboarding Methodology

PAGES: 89
BIG AREA: Ciências Sociais Aplicadas
AREA: Desenho Industrial
SUMMARY:

With the rise of the digital age, new challenges and opportunities have emerged, transforming the way we communicate and interact. In the context of management, communication is a key element for organizational success, as it involves the exchange of information across various hierarchical levels. Furthermore, communication with clients is essential for building long-term relationships. In this sense, mapping and understanding the customer journey after the contract is signed has become a competitive advantage for organizations. This research aims to investigate the main challenges related to customer disengagement during the onboarding stage, the initial phase of the relationship after the contract is signed, with the goal of reducing churn rates and enhancing the perceived value delivered by the company. Adopting a qualitative and exploratory approach, the study includes a literature review on the key concepts, challenges, and trends related to onboarding, as well as a market analysis to identify best practices across different organizations. Based on these findings, an adaptable onboarding model is developed to suit various organizational contexts, contributing to the establishment of more lasting customer relationships.

COMMITTEE MEMBERS:
Presidente - ***.133.498-** - CRISTIANO ALVES DA SILVA - UFSC
Interno - 1323908 - JOAO CARLOS ALCHIERI
Interna - 1753896 - ZULMARA VIRGINIA DE CARVALHO