Resumo (EN)
The brazilian companies looking to better serve customers and increase sales of their products and services. The competition is increasingly fierce due to heating of the market and competition. This competition requires the production chain to reduce costs and get a competitive differential for not to collapse. This was what motivated a concession to revise and formalize their business processes to implement the strategic management of customers. Furthermore, a consulting company for technology, software, not formalized their business processes. ln interviews, use of questionnaires, documents and multimedia with a theoretical aim is to enhance the applicability of the concepts involved in the study of these two companies. The objective of this work is to present some empirical criteria to support decision-making: in which conditions must we formalize or not business processes in the automation of strategic management?
