Artigos científicos em CRM

Abstract

The CRM - Customer Relationship Management is a tool capable of sustaining customer loyalty, transmitting it as a new market vision, highlighting its differentiation through the relationship with its customers. This study aimed to understand the management of the relationship with the customer, and with specific objectives to demonstrate the result of the application of CRM in the organization. Analyzing all the data obtained, it is concluded that customer relationship management contributes as a dominant factor for the organization to have a competitive advantage in the market where it has achieved a significant result in its sales and improvement in the customer satisfaction index.