Protocolo de administración de la información de los clientes: una herramienta de estandarización para la prevención de fuga de información comercial en las empresas.

Abstract

The change in market dynamics due to multiple external factors such as the development of new technologies and communication, competition, new legislation, political or macroeconomic factors, require organizations to constantly adapt to their environment, to maintain their market share, however one of thebiggest threats facing daily regardless of size, is the loss of customers, when relations between the customer and the employee are much narrower than those between the organization and the client, in the absence of protocols that allow their customers to maintain control, thus preventing migration of its customers, at the time that their employees change employers. In this context, the protocol is based as a tool applicable to any organization, defined and described in general, applicable to any field, based on the previous experience of the processes developed in the case study of two organizations, belonging to different economic sectors. On the methodological aspects of the agency theories as a fundamental part of organizational relationships, the psychological contract as an adhesion of the employee and the ethical and legislative, as an integral part, which become important pillars in the study of case for the development of this protocol.