ETD

• Contact management
• CRM
• Customer Relationship Management
• Multichannel
• Omnichannel
• Salesforce

The written work aims to make an analysis of the impact of CRM systems in organizations for the management of the customer data.
Alongside the internship experience in the Accenture consulting company, I was able to study and learn about the Salesforce CRM system.
First, I deepened the history and development of CRM systems in the literature, analyzing the structure and their impact in the business of the companies that have adopted it, observing data reported by multiple reports. I focused on the data management that companies, using these systems, can memorize and use to retain their customers.
This management can take place using different strategies: the multichannel and omnichannel strategy.
In the second chapter I explained in more detail the operation of the Salesforce CRM system, which I used during my internship.
Finally, I presented my experience and the project in which I was inserted: Contact Management App which led me to observe the management of data and channels from which they arrive to the company.
I was able to observe and work on two different solutions for data management on this project, a customized solution and a standard that were compared with each other.