Análise do uso do CRM em uma empresa de consultoria: desafios e oportunidades.

Abstract

The objective of this work is to analyze the use of CRM in a company that provides consulting services, identifying the main challenges encountered and opportunities for improvement. The study began with the mapping of the CRM usage process, followed by the application of a questionnaire to understand the pattern of use of the tool. After analyzing the answers, the challenges were identified and an action plan was suggested as a proposal for improvement, including the application of training and improvement of the user interface. The results indicate that the company faces some challenges in using the tool, such as interface complexity, lack of training, limited functionality, and low adherence by employees. This study contributes to the company's knowledge about the difficulties faced and can be used as a reference for other organizations interested in this tool.