{"id":999,"date":"2024-11-13T14:50:03","date_gmt":"2024-11-13T14:50:03","guid":{"rendered":"https:\/\/www.komatsulatinoamerica.com\/marketing-news\/?p=999"},"modified":"2025-08-07T18:59:51","modified_gmt":"2025-08-07T18:59:51","slug":"escuchando-al-distribuidor-y-al-cliente","status":"publish","type":"post","link":"https:\/\/www.komatsulatinoamerica.com\/marketing-news\/espanol\/edicion-35\/marketing\/escuchando-al-distribuidor-y-al-cliente\/","title":{"rendered":"Escuchando al distribuidor y al cliente"},"content":{"rendered":"<p><span data-contrast=\"auto\">El enfoque en el cliente es uno de los 7 principios del Komatsu Way. Esto quiere decir su satisfacci\u00f3n es el motor que nos impulsa, y conocer su opini\u00f3n acerca de nuestro desempe\u00f1o es fundamental para continuar en la senda de la mejora continua. Igualmente, nuestros distribuidores son clave puesto que juegan un rol estrat\u00e9gico en la relaci\u00f3n que construimos con nuestros clientes.\u00a0<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">En esa l\u00ednea, y con el objetivo de conocer la voz de ambos, clientes y distribuidores, e <\/span><span data-contrast=\"auto\">identificar gaps y oportunidades de mejora, <\/span><span data-contrast=\"auto\">Komatsu cuenta con dos herramientas, <\/span><b><span data-contrast=\"auto\">voice of the client (VOC),<\/span><\/b><span data-contrast=\"auto\"> y <\/span><b><span data-contrast=\"auto\">voice of the distributor (VOD)<\/span><\/b><span data-contrast=\"auto\">, que, a trav\u00e9s de encuestas, miden distintos par\u00e1metros para determinar el estado de la relaci\u00f3n y su grado de satisfacci\u00f3n y cercan\u00eda con Komatsu. Con el an\u00e1lisis de los resultados de ambas encuestas, podemos identificar hallazgos y oportunidades de mejora que se convierten en iniciativas y proyectos que abordamos en el marco de la mejora continua.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Cabe destacar que ambas, hasta el momento se realizan anualmente siendo su \u00faltima versi\u00f3n este a\u00f1o fiscal 2024. VOD est\u00e1 dirigida a los distribuidores, desde altos ejecutivos hasta analistas que tienen constante relaci\u00f3n con Komatsu. En relaci\u00f3n al VOC, este a\u00f1o se implement\u00f3 un piloto dirigido a los clientes de los distribuidores terceros, considerando en esta oportunidad a 6 pa\u00edses: Argentina, Bolivia, Panam\u00e1, Ecuador, Guatemala y Uruguay.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>El enfoque en el cliente es uno de los 7 principios del Komatsu Way. 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