Knowledge is one of the most precious assets in the modern competitive world. To have a complete and concise database is a great advantage for captivating a client, as some studies shows that to keep a clientis 80% cheaper than acquiring a new one[1]. The central idea of using a CRM system is to gather in one place information on the clients, to know them better, approach them to your company and bring them satisfaction. This sort of system increases the control of the company processes and, by knowing each step of the interaction between your business and your clients, it is possible to create or perfect solutions capable of helping you in an integrated and personalized way, increasing your productivity. CRM is not only as software , but a filosofy. This work consists in a s tudy of software engineering for a CRM system, using TIM Brazil s BI rule as method to require IBM projects. It s objective is to join CRM system s knowledge with EVOTEch s study, and then create a system specification and a prototype program.