Análise da implantação do CRM em uma instituição que atua na área de educação

Abstract

Faced with the use of strategic tools in the market, there is the CRM, a personalized system for the diversified service of companies towards their customers, being a great focal point of the success of several organizations in the world. Thus, this work has the general objective of understanding how the analyzed company, which is in the education area focused on the pharmaceutical sector, had impacts with the implementation of CRM in its commercial area. In methodological matters, the work has a qualitative character, with a descriptive purpose, using the technique of documental and field research. With this study, it was noticeable how the use of CRM in the commercial area of the analyzed organization, managed to contribute to the positive results of the company, in terms of sales. Finally, the study contributes directly to the market's perception of how investment in strategic tools, in the commercial area, can contribute to companies' results.