Business planning in nonprofit: Laying the ground for customer relationship management in Instituto de Empreendedorismo Social

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

The following Work Project analyzes the implementation of a Customer Relationship Management tool in Instituto de Empreendedorismo Social, a Portuguese nonprofit that does research and provides training on Social Entrepreneurship (S.E.). Existing literature was revised, IES was analyzed, and conclusions were taen in order to develop a proposal for the successful implementation of Salesforce.com, the chosen CRM tool.