Impact and benefits derived from the use of crm by companies in the construction sector in spain (crm-constr-es project)

This article presents the structure and action plan of a project (CRM-CONSTR-ES) whose objective is to analyze, within the construction sector in Spain, what is the impact of using Customer Relationship Management (CRM) solutions for managing customer relationships. The aim is to empirically test whether the presumption of a low rate of adoption of CRM solutions by these companies is real, and to provide criteria that demonstrate the value of these solutions as key management elements to improve the competitiveness of these companies. The study does not only cover the declaration of intentions of the project, but also the degree of progress of the project and the initial results. In order to make this study as practical and applicable as possible, we have worked together with a leading technological Partner, specialized not only in the deployment of CRM solutions but also in the Construction sector. After choosing the sample of companies representing the sector, a form has been designed to collect data, which will be analyzed following the scientific method. In an initial stage of the project, the response rate and the first conclusions confirm a low level of adoption of CRM by these companies, as well as a high degree of satisfaction on the part of those who use CRM as a tool for managing their relationships with the clients.