Purpose: Companies in the telecommunications industry need to deal with an increasing amount of data and information. In order to stay competitive and survive in a complex and dynamic market, one of its great challenges is to manage this information in an agile, safe and intelligent way in order to improve its relationship with its target audience, that is, to satisfy the needs of its customers. The breakthrough in Information Technology provides solutions for organizations to optimize their CRM (Customer Relationship Management) processes. Methodology: The present research has as main objective the proposition of a systematic optimization of CRM supported by BI (Business Intelligence) for organizations of the telecommunications sector. In this sense, a survey was carried out in the literature on the bases Scopus and Web of Science searching the concepts, foundations, discussions and models proposed within the researched context that could support the formulation of the systematics. In a second stage, through a focus group formed by market experts, new aspects and observations were added to the method, with the objective of incorporating the current practices used in the market. In the third phase of the study the systematic proposal was applied in a telecommunications company that operates in the Brazilian market, being verified, in this way, its applicability in a real context. Findings: It was identified the importance of adopting Information Technologies for the optimization of customer relationship management processes by the organizations of the mentioned sector. It was also verified the importance of the formulation of roadmaps that can guide the companies that choose this path due to the complexity and the diverse dimensions involved in the implementation. The applicability of the systematic proposal was verified through its practical test, as well as difficulties and benefits related to it were evident at this stage of the study. Value and originality: It is understood that the studies presented are of great value for organizations that wish to venture along these paths, when presenting knowledge that can help them in this sense, characterizing the usefulness of research for professional practice. On the other hand, the concepts, fundamentals and systematics presented can contribute to the evolution of the literature in the field studied. Finally, few studies were found in the literature proposing systematic for CRM optimization supported by BI, and no work was found oriented to the specific context of telecommunication organizations in the Brazilian market, which attest to the originality of the work. Keywords: Customer Relationship Management, Business Intelligence, Telecommunications Industry.