{"id":3091,"date":"2020-11-16T08:30:14","date_gmt":"2020-11-16T08:30:14","guid":{"rendered":"https:\/\/news.sap.com\/spain\/?p=3091"},"modified":"2023-10-16T16:27:27","modified_gmt":"2023-10-16T16:27:27","slug":"tipos-de-crm-caracteristicas-y-ventajas","status":"publish","type":"post","link":"https:\/\/news.sap.com\/spain\/2020\/11\/tipos-de-crm-caracteristicas-y-ventajas\/","title":{"rendered":"Tipos de CRM | Caracter\u00edsticas y ventajas"},"content":{"rendered":"<p class=\"lead\"><a href=\"https:\/\/www.sap.com\/spain\/products\/crm.html\">CRM (<em>Customer Relationship Management<\/em>) <em><strong>software<\/strong><\/em><\/a><b><span data-contrast=\"none\"> es un de gesti\u00f3n del servicio al cliente<\/span><\/b><span data-contrast=\"none\">\u00a0necesario para toda empresa que quiera\u00a0<\/span><b><span data-contrast=\"none\">optimizar sus acciones de\u00a0<\/span><\/b><b><i><span data-contrast=\"none\">marketing<\/span><\/i><\/b><b><span data-contrast=\"none\">\u00a0y ventas<\/span><\/b><span data-contrast=\"none\">. <\/span><span data-contrast=\"none\">Existen<\/span><b><span data-contrast=\"none\">\u00a0<\/span><\/b><span data-contrast=\"none\">tres<\/span><b><span data-contrast=\"none\">\u00a0<\/span><\/b><b><span data-contrast=\"none\">tipos de CRM<\/span><\/b><b><span data-contrast=\"none\">: operativo, anal\u00edtico y colaborativo<\/span><\/b><span data-contrast=\"none\">, cada uno centrado en diferentes objetivos.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p style=\"margin: 0cm;text-align: center\" align=\"center\"><span style=\"font-size: 16.0pt;font-family: 'Arial',sans-serif\">Ebook gratis<\/span><\/p>\n<p style=\"margin: 0cm;text-align: center\" align=\"center\"><strong><span style=\"font-size: 20.0pt;font-family: 'Arial',sans-serif\">Redise\u00f1a el futuro de tu e-commerce m\u00e1s all\u00e1 de la pandemia<\/span><\/strong><\/p>\n<p align=\"center\"><a href=\"https:\/\/www.sap.com\/spain\/cmp\/dg\/crm-es21-web-inbound2\/index.html\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3925 size-medium\" src=\"https:\/\/news.sap.com\/spain\/files\/2021\/05\/26\/1622588361713-300x225.jpg\" alt=\"\" width=\"300\" height=\"225\" srcset=\"https:\/\/news.sap.com\/spain\/files\/2021\/05\/26\/1622588361713-300x225.jpg 300w, https:\/\/news.sap.com\/spain\/files\/2021\/05\/26\/1622588361713.jpg 514w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<p style=\"text-align: center\"><a href=\"https:\/\/www.sap.com\/spain\/cmp\/dg\/crm-es21-web-inbound2\/index.html\">DESCARGAR<\/a><\/p>\n<h2><b><span data-contrast=\"none\">Caracter\u00edsticas del CRM<\/span><\/b><\/h2>\n<p><span data-contrast=\"none\">Esta herramienta recoge en una sola base de datos la informaci\u00f3n de la gesti\u00f3n de ventas. De esta forma, se consigue\u00a0<\/span><b><span data-contrast=\"none\">administrar desde un mismo lugar las relaciones con los clientes<\/span><\/b><span data-contrast=\"none\">, conocerlos mejor y comunicarse con ellos de forma\u00a0<\/span><span data-contrast=\"none\">m\u00e1s\u00a0<\/span><span data-contrast=\"none\">eficiente.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Las\u00a0<\/span><b><span data-contrast=\"none\">principales caracter\u00edsticas del CRM<\/span><\/b><span data-contrast=\"none\">\u00a0son las siguientes:\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"none\">Permite\u00a0<\/span><b><span data-contrast=\"none\">comprender mejor las necesidades de los clientes<\/span><\/b><span data-contrast=\"none\">\u00a0actuales y potenciales<\/span><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"none\">Ayuda a\u00a0<\/span><b><span data-contrast=\"none\">anticiparse para ofrecer\u00a0<\/span><\/b><b><span data-contrast=\"none\">una\u00a0<\/span><\/b><b><span data-contrast=\"none\">respuesta m\u00e1s efectiva<\/span><\/b><span data-contrast=\"none\">\u00a0a las necesidades de los clientes<\/span><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"none\">Mejora la\u00a0<\/span><b><span data-contrast=\"none\">relaci\u00f3n de la empresa con su\u00a0<\/span><\/b><b><i><span data-contrast=\"none\">target<\/span><\/i><\/b><b><span data-contrast=\"none\">.<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"none\">Automatiza y\u00a0<\/span><b><span data-contrast=\"none\">sincroniza los procesos de negocio<\/span><\/b><span data-contrast=\"none\">\u00a0relacionados con la atenci\u00f3n al cliente<\/span><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Todo\u00a0<\/span><span data-contrast=\"none\">ello\u00a0<\/span><span data-contrast=\"none\">contribuye a\u00a0<\/span><b><span data-contrast=\"none\">lograr\u00a0<\/span><\/b><b><span data-contrast=\"none\">un\u00a0<\/span><\/b><b><span data-contrast=\"none\">mayor volumen de ventas optimizando los recurso<\/span><\/b><b><span data-contrast=\"none\">s<\/span><\/b><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"none\">Principales tipos de CRM<\/span><\/b><\/h2>\n<p><span data-contrast=\"none\">Cada<\/span><b><span data-contrast=\"none\">\u00a0<\/span><\/b><b><i><span data-contrast=\"none\">software<\/span><\/i><\/b><b><span data-contrast=\"none\">\u00a0CRM<\/span><\/b><span data-contrast=\"none\">\u00a0est\u00e1 especializado en\u00a0<\/span><span data-contrast=\"none\">alcanzar\u00a0<\/span><span data-contrast=\"none\">diferentes objetivos. Las empresas deben estudiar sus necesidades para seleccionar la herramienta que mejor se adapt<\/span><span data-contrast=\"none\">e<\/span><span data-contrast=\"none\">\u00a0a su caso.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"none\">1. CRM operativo<\/span><\/b><\/h3>\n<p><span data-contrast=\"none\">El\u00a0<\/span><b><span data-contrast=\"none\">CRM operativo<\/span><\/b><span data-contrast=\"none\">\u00a0est\u00e1 enfocado a la\u00a0<\/span><b><span data-contrast=\"none\">generaci\u00f3n de\u00a0<\/span><\/b><b><i><span data-contrast=\"none\">leads<\/span><\/i><\/b><span data-contrast=\"none\">\u00a0para, posteriormente, guiarlos a trav\u00e9s del\u00a0<\/span><i><span data-contrast=\"none\">funnel<\/span><\/i><span data-contrast=\"none\">\u00a0de ventas hasta convertirlos en clientes y, sobre todo,\u00a0<\/span><span data-contrast=\"none\">fidelizarlos<\/span><span data-contrast=\"none\">.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">La\u00a0<\/span><b><span data-contrast=\"none\">principal ventaja del CRM operativo<\/span><\/b><span data-contrast=\"none\">\u00a0es que posibilita la\u00a0<\/span><b><span data-contrast=\"none\">automatizaci\u00f3n del\u00a0<\/span><\/b><b><i><span data-contrast=\"none\">marketing<\/span><\/i><\/b><b><span data-contrast=\"none\">, de las ventas y de los servicios de atenci\u00f3n al cliente<\/span><\/b><span data-contrast=\"none\">. Esto permite optimizar la gesti\u00f3n del tiempo evitando realizar manualmente tareas repetitivas, como las campa\u00f1as de\u00a0<\/span><i><span data-contrast=\"none\">email marketing<\/span><\/i><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"none\">2. CRM anal\u00edtico<\/span><\/b><\/h3>\n<p><span data-contrast=\"none\">El\u00a0<\/span><b><span data-contrast=\"none\">CRM anal\u00edtico<\/span><\/b><span data-contrast=\"none\">\u00a0recopila datos relacionados con los clientes, tales como\u00a0<\/span><span data-contrast=\"none\">los\u00a0<\/span><span data-contrast=\"none\">de contacto, preferencias y perfil. El\u00a0<\/span><i><span data-contrast=\"none\">software<\/span><\/i><span data-contrast=\"none\">\u00a0analiza toda esta informaci\u00f3n para ayudar a la empresa a\u00a0<\/span><b><span data-contrast=\"none\">organizar campa\u00f1as de\u00a0<\/span><\/b><b><i><span data-contrast=\"none\">marketing<\/span><\/i><\/b><b><span data-contrast=\"none\">\u00a0m\u00e1s eficaces y un servicio de atenci\u00f3n al cliente m\u00e1s satisfactorio<\/span><\/b><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Este sistema, basado en la miner\u00eda de datos y las herramientas OLAP, es uno de los m\u00e1s eficaces para unificar y estudiar los <a href=\"https:\/\/www.sap.com\/spain\/products\/crm\/customer-data-management.html\">datos de los clientes<\/a>. Las principales ventajas del CRM anal\u00edtico son su\u00a0<\/span><b><span data-contrast=\"none\">capacidad para detectar patrones de comportamiento<\/span><\/b><span data-contrast=\"none\">\u00a0y\u00a0<\/span><b><span data-contrast=\"none\">analizar datos multidimensionales desde diferentes perspectivas<\/span><\/b><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Est<\/span><span data-contrast=\"none\">as funciones<\/span><span data-contrast=\"none\">\u00a0ayuda<\/span><span data-contrast=\"none\">n<\/span><span data-contrast=\"none\">\u00a0a conocer mejor el ciclo de vida del cliente y a dise\u00f1ar estrategias para atraer y retener\u00a0<\/span><i><span data-contrast=\"none\">leads<\/span><\/i><span data-contrast=\"none\">\u00a0en el momento oportuno a partir de su comportamiento en la web.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"none\">3. CRM colaborativo<\/span><\/b><\/h3>\n<p><span data-contrast=\"none\">Un\u00a0<\/span><b><span data-contrast=\"none\">CRM colaborativo<\/span><\/b><span data-contrast=\"none\">\u00a0sirve para\u00a0<\/span><b><span data-contrast=\"none\">compartir la informaci\u00f3n del cliente entre los departamentos de\u00a0<\/span><\/b><b><i><span data-contrast=\"none\">marketing<\/span><\/i><\/b><b><span data-contrast=\"none\">, ventas y servicios<\/span><\/b><span data-contrast=\"none\">. La ventaja de este sistema es que permite simultanear los datos para optimizar la gesti\u00f3n de la interacci\u00f3n y de los canales.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Al rastrear la interacci\u00f3n del cliente con la empresa a trav\u00e9s de diferentes canales, se tiene<\/span><b><span data-contrast=\"none\">\u00a0control sobre toda la comunicaci\u00f3n<\/span><\/b><span data-contrast=\"none\">\u00a0y se ahonda en el conocimiento del usuario para relacionarse con \u00e9l seg\u00fan sus preferencias.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"none\">Todos los tipos de CRM aportan ventajas<\/span><\/b><span data-contrast=\"none\">\u00a0a los negocios, por lo que la tendencia actual es\u00a0<\/span><b><span data-contrast=\"none\">unificar en una sola plataforma los beneficios de los tres sistemas<\/span><\/b><span data-contrast=\"none\">.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">El<\/span><b><span data-contrast=\"none\">\u00a0<\/span><\/b><a href=\"https:\/\/www.sap.com\/spain\/products\/crm.html\" target=\"_blank\" rel=\"noopener noreferrer\"><b><i><span data-contrast=\"none\">software<\/span><\/i><\/b><b><span data-contrast=\"none\">\u00a0麻豆原创 CRM<\/span><\/b><\/a><b><span data-contrast=\"none\">\u00a0a\u00fana\u00a0<\/span><\/b><b><span data-contrast=\"none\">los\u00a0<\/span><\/b><b><span data-contrast=\"none\">tres\u00a0<\/span><\/b><b><span data-contrast=\"none\">beneficios\u00a0<\/span><\/b><b><span data-contrast=\"none\">esenciales<\/span><\/b><span data-contrast=\"none\">\u00a0de este tipo de herramientas: ayudar a\u00a0<\/span><b><span data-contrast=\"none\">cumplir objetivos a corto plazo, reducir costes y mejorar la toma de decisiones<\/span><\/b><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559739&quot;:240,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><a href=\"https:\/\/www.instagram.com\/sapspain\/\">Instagram<\/a> \/ <a href=\"https:\/\/www.facebook.com\/麻豆原创\/\">Facebook<\/a>\u00a0\/\u00a0<a href=\"https:\/\/twitter.com\/sapspain?lang=es\">Twitter<\/a>\u00a0\/\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/sap\/\">LinkedIn<\/a><\/p>\n<hr \/>\n<p>\u00a9 2020 麻豆原创 SE. All rights reserved. 麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see\u00a0<a href=\"http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark\">http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark<\/a>\u00a0for additional trademark information and notices.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>CRM (Customer Relationship Management) software es un de gesti\u00f3n del servicio al cliente\u00a0necesario para toda empresa que quiera\u00a0optimizar sus acciones de\u00a0marketing\u00a0y ventas. Existen\u00a0tres\u00a0tipos de CRM:&#8230;<\/p>\n","protected":false},"author":3372,"featured_media":3092,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5563370],"tags":[66,5562988],"sapn-display":[5563695,5563693,60294],"sapn-type":[5562504],"class_list":["post-3091","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm-y-experiencia-del-cliente","tag-crm","tag-crm-y-customer-experience","sapn-display-articulo-hero","sapn-display-articulo-spotlight","sapn-display-topic-hero","sapn-type-articulo"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.9 (Yoast SEO v26.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Tipos de CRM | Caracter\u00edsticas y ventajas - 麻豆原创 Espa\u00f1a News Center<\/title>\n<meta name=\"description\" content=\"Conozca los tipos de CRM que puede encontrar en el mercado y cu\u00e1l le conviene para optimizar la gesti\u00f3n de su negocio.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.sap.com\/spain\/2020\/11\/tipos-de-crm-caracteristicas-y-ventajas\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tipos de CRM | Caracter\u00edsticas y ventajas\" \/>\n<meta property=\"og:description\" content=\"Conozca los tipos de CRM que puede encontrar en el mercado y cu\u00e1l le conviene para optimizar la gesti\u00f3n de su negocio.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/news.sap.com\/spain\/2020\/11\/tipos-de-crm-caracteristicas-y-ventajas\/\" \/>\n<meta property=\"og:site_name\" content=\"麻豆原创 Espa\u00f1a News Center\" \/>\n<meta property=\"article:published_time\" content=\"2020-11-16T08:30:14+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-10-16T16:27:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/news.sap.com\/spain\/files\/2020\/11\/tipos-crm-caracteristicas-ventajas.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"5616\" \/>\n\t<meta property=\"og:image:height\" content=\"3744\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"麻豆原创 Espa\u00f1a\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"麻豆原创 Espa\u00f1a\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/news.sap.com\/spain\/2020\/11\/tipos-de-crm-caracteristicas-y-ventajas\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/spain\/2020\/11\/tipos-de-crm-caracteristicas-y-ventajas\/\"},\"author\":{\"name\":\"麻豆原创 Espa\u00f1a\",\"@id\":\"https:\/\/news.sap.com\/spain\/#\/schema\/person\/4573e2beeb96fc44e819e7f7b2923465\"},\"headline\":\"Tipos de CRM | Caracter\u00edsticas y ventajas\",\"datePublished\":\"2020-11-16T08:30:14+00:00\",\"dateModified\":\"2023-10-16T16:27:27+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/news.sap.com\/spain\/2020\/11\/tipos-de-crm-caracteristicas-y-ventajas\/\"},\"wordCount\":635,\"image\":{\"@id\":\"https:\/\/news.sap.com\/spain\/2020\/11\/tipos-de-crm-caracteristicas-y-ventajas\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/news.sap.com\/spain\/files\/2020\/11\/tipos-crm-caracteristicas-ventajas.jpg\",\"keywords\":[\"CRM\",\"CRM y Customer Experience\"],\"articleSection\":[\"CRM y experiencia del cliente\"],\"inLanguage\":\"es\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/news.sap.com\/spain\/2020\/11\/tipos-de-crm-caracteristicas-y-ventajas\/\",\"url\":\"https:\/\/news.sap.com\/spain\/2020\/11\/tipos-de-crm-caracteristicas-y-ventajas\/\",\"name\":\"Tipos de CRM | Caracter\u00edsticas y ventajas - 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