Customer Relationship Management (CRM) is an instrument that allows to identify and assist the customers in their needs. This article verifies the technological and organizacional dimensions of CRM. The study involves a company that builds CRM (HP) and a user firm (Rede Globo). The results indicate that all variables of the proposed dimensions were pertinent to the study carried out, except for the call center system, that are inexistent in this case. The adopted methodology was case study with data triangulation.
Customer relationship management - CRM; Technology; Information
