ARTIGOS CIENTÍFICOS TECNOLOGIA EM CRM

Abstract

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 customer relationship management, and with specific objectives to demonstrate the result of CRM application 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 achieved a significant result in its sales and improvement in the customer satisfaction index.