This study presents a parametrization proposal for a Customer Relationship Management (CRM) system focused on the operation and maintenance (O&M) areas of mobile networks in the Ecuadorian context. The study is structured under the PMBOK framework and considers the country’s main operators: Conecel (Claro), Otecel (Movistar), and CNT. Through simulation of different CRM integration scenarios, indicators such as incident response time, automated ticketing, predictive maintenance, and technical customer satisfaction were analyzed. The results show significant improvements in operational efficiency and service perception. It is concluded that the progressive integration of CRM platforms with OSS/BSS systems and data analytic tools is a viable strategy to optimize technical management in telecommunications companies.