Cooper Business School

On the other hand, we must make use of “smart technology”, consisting of modularized programs that can be easily integrated into existing databases, looking for compatibility of networked systems in the cases that may arise. Another criterion that is important to consider is associated with the involvement of external customers, as their level of involvement will give greater certainty when structuring strategies that seek to satisfy their needs and expectations.

This development is particularly important with the active participation of internal customers, which now acquired the connotation of system users, the time to validate the procedures that involve, providing training and training to facilitate the operationalization of automated processes, because these schemes can mean changes in work habits.

Of course the training activities must be accompanied by actions to encourage and motivate staff in adopting the CRM system, based on internal marketing efforts and the continuing use of interactive media for all the officials of the organization.

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