Digital marketing and its impact on motor transportation

This research work performs a current organizational diagnosis about the implementation of a CRM software system and proposes a plan to follow to improve the conditions of success in the implementation of a customer support tool.Customer Relationship Management (CRM) is a widely applied strategy for managing a company's interactions with its customers and potential customers.It is about using technology to organize, automate and synchronize business processes, mainly sales activities, but also marketing support, customer service and technical service.The objectives are to find, attract and capture new customers, retain those the company already has, attract old customers, and reduce marketing and customer service costs.