Universitat Oberta de Catalunya
Business Processes (BP) are nowadays an essential element in any organizational structure of a commercial enterprise. They are employed to understand, manage and coordinate the activities of the company as well as to guide issues concerning the creation of value. Information Technologies (IT) is a set of tools that have helped BP to coordinate better and to obtain the desired organizational design. CRM (Customer Relationship Management) systems are an IT focused on the commercial area and consequently on the commercial business processes.