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Publication
O impacto do CRM on-line no negócio das empresas. Estudo de caso: Empresa "Brand New IT"
| Name: | Description: | Size: | Format: | |
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| 2.3 MB | Adobe PDF |
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Abstract(s)
O objetivo do presente projeto aplicado é avaliar o impacto do CRM on-line nas organizações, tendo em conta a transformação digital que está a ocorrer nas empresas e na sociedade em geral e considerando a implementação do CRM on-line numa empresa multinacional de tecnologias de informação designada doravante por “Brand New IT”.
A forma como o Customer Relationship Management (CRM), é considerado nas organizações mudou consideravelmente nos últimos anos, tendo atualmente importância vital para maioria das organizações e seus stakeholders devido à necessidade de focar nos negócios e competir num mercado onde a concorrência é cada vez maior e a fidelidade dos clientes cada vez menor.
Devido à premência de respostas cada vez mais rápidas, aos desenvolvimentos e integrações tecnológicas que se sucedem a um ritmo cada vez maior e à urgência de dispôr de ferramentas com menor investimento e custos operacionais com um nível de inovaçao constante, o CRM online vem responder a estas necessidades e tornar-se num elemento estratégico e competitivo nas organizações.
Foi assim seguido o paradigma sociocrítico em termos de investigação e foram efetuadas algumas entrevistas exploratórias a alguns stakeholders da empresa “Brand New IT”, com o obejtivo de ajudar a responder às questões colocadas neste projeto.
The objective of this project is to evaluate the impact of CRM online in organizations, taking into account the digital transformation that is occurring in companies and in society in general and considering the implementation of CRM on-line in a multinational company of Information Technologies hereinafter referred to as "Brand New IT". The way Customer Relationship Management (CRM) is considered in organizations has changed considerably in recent years, currently having vital importance for most organizations and their stakeholders due to the need to focus on business and Compete in a market where competition is growing more and more, and the loyalty of customers is becoming smaller. Due to the need for increasingly rapid responses to technological developments and integrations that succeed at an ever-increasing pace and the need to have tools with lower investment and operational costs with a constant level of innovation, CRM online comes to answer these needs
The objective of this project is to evaluate the impact of CRM online in organizations, taking into account the digital transformation that is occurring in companies and in society in general and considering the implementation of CRM on-line in a multinational company of Information Technologies hereinafter referred to as "Brand New IT". The way Customer Relationship Management (CRM) is considered in organizations has changed considerably in recent years, currently having vital importance for most organizations and their stakeholders due to the need to focus on business and Compete in a market where competition is growing more and more, and the loyalty of customers is becoming smaller. Due to the need for increasingly rapid responses to technological developments and integrations that succeed at an ever-increasing pace and the need to have tools with lower investment and operational costs with a constant level of innovation, CRM online comes to answer these needs
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Keywords
CRM on-line Dashboard Stakeholders Tecnologias de Informação Integrações Tecnológicas Ferramentas Transformação Digital