Gestão do processo de vendas: um estudo de caso em uma empresa de tecnologia da informação

Abstract

The process organizational management approach is relatively new within the context of Brazilian companies of information technology. Although large corporations and multinationals already use a process management-driven, the vast majority of Brazilian companies has not yet adopted these practices. This study deals with the business process management (BPM) and the sales process issues and, through a case study, it is proposed to analyze how the sales process of a service management software works, which belongs to an information technology company, located in the city of Porto Alegre/RS. The result of the analysis indicates that a process-oriented management improves the organization’s flow of information and control over results. Moreover, there are some gaps between the company Alfa sales process and the sales methods of the literature studied, showing opportunities for improvement. So, this study contributes to the issue of sales methods with the proposition to compare the main authors of the literature. On the managerial implications, this article contributes to information technology companies, as they may use this study to examine their own sales process, and to the company Alfa, identifying opportunities for improvement in its current sales process.