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Authors
Advisor(s)
Abstract(s)
Nos dias de hoje, devido à extrema concorrência que se faz sentir em quase todas as
vertentes do mercado, é necessário ter a informação não só interna, mas também alusiva
aos clientes, muito bem organizada e estruturada. O presente estudo analisa os processos
de evolução da forma como é feita a gestão da informação alusiva aos clientes através da
implementação de uma ferramenta específica para a gestão interna dos clientes numa
empresa de tecnologias de informação. Numa fase inicial, são descritas todas as
problemáticas que os colaboradores da empresa encontravam relativamente às
informações alusivas aos clientes e de que forma é que esta ferramenta veio melhorar os
processos informacionais relativos mesmos. São descritas e demonstradas
detalhadamente todas as funcionalidades desta ferramenta, a forma como os
colaboradores a utilizam e quais as mais-valias oferecidas, também no departamento
comercial como um todo. Por fim, é feita uma análise crítica aos resultados apresentados
relativamente à implementação da ferramenta de gestão de informação dos clientes na
ótica do colaborador, à difusão interna da informação sobre os clientes e à comunicação
entre colaboradores do departamento comercial.
Nowadays, derived from the extreme competition that is felt in almost every strands of the market, it is necessary to have the information, not only internal but also allusive to the clients, very well organized and structured. The present study analyzes the processes of evolution of how the management of customer information is done through the implementation of a specific tool for the internal management of clients in an information technology company. In an initial phase are described all the problems that the company's employees encountered regarding the information about the customers and how this tool has improved the informational processes themselves. All the features of this tool are described and demonstrated in detail, the way employees use it and the added value not only for the collaborator, but also for the whole commercial department. Finally, a critical analysis of the results are presented regarding the implementation of the customer information management tool from the employee's perspective, the internal dissemination of customer information and the communication between employees of the commercial department.
Nowadays, derived from the extreme competition that is felt in almost every strands of the market, it is necessary to have the information, not only internal but also allusive to the clients, very well organized and structured. The present study analyzes the processes of evolution of how the management of customer information is done through the implementation of a specific tool for the internal management of clients in an information technology company. In an initial phase are described all the problems that the company's employees encountered regarding the information about the customers and how this tool has improved the informational processes themselves. All the features of this tool are described and demonstrated in detail, the way employees use it and the added value not only for the collaborator, but also for the whole commercial department. Finally, a critical analysis of the results are presented regarding the implementation of the customer information management tool from the employee's perspective, the internal dissemination of customer information and the communication between employees of the commercial department.
Description
Versão Final (Esta versão contém as críticas e sugestões dos elementos do júri)
Keywords
Gestão da informação Gestão de clientes Atividade comercial Tecnologias de informação Information management Information technologies Customer management Business activity