TY - GEN
T1 - Discussion and validation of a CRM system selection approach with experts
AU - Friedrich, Ina
AU - Sprenger, Jon
AU - Breitner, Michael H.
N1 - Copyright:
Copyright 2012 Elsevier B.V., All rights reserved.
PY - 2011
Y1 - 2011
N2 - Due to the high failure rate, costs, and long duration of CRM implementation projects, it is crucial to evaluate software solutions before making an investment decision. A methodological approach is required to make these decisions more effectively and efficiently. In this paper, an approach to evaluating CRM software packages is proposed that is the result of a literature review. In a second step, an initial applicability check of the approach is conducted. The intention is to verify the feasibility of the proposed approach with CRM experts who have practical experience with the selection of different systems. An empirical study that is subdivided into qualitative expert interviews and a quantitative online survey is used for this verification. The core results demonstrate that the approach is a valid method for evaluating CRM software applications.
AB - Due to the high failure rate, costs, and long duration of CRM implementation projects, it is crucial to evaluate software solutions before making an investment decision. A methodological approach is required to make these decisions more effectively and efficiently. In this paper, an approach to evaluating CRM software packages is proposed that is the result of a literature review. In a second step, an initial applicability check of the approach is conducted. The intention is to verify the feasibility of the proposed approach with CRM experts who have practical experience with the selection of different systems. An empirical study that is subdivided into qualitative expert interviews and a quantitative online survey is used for this verification. The core results demonstrate that the approach is a valid method for evaluating CRM software applications.
KW - AHP
KW - CRM Evaluation
KW - CRM Software Selection
KW - CRM System Selection
KW - Customer Relationship Management
KW - Evaluation technique
UR - https://www.scopus.com/pages/publications/84870193631
M3 - Conference contribution
AN - SCOPUS:84870193631
SN - 9781618390981
T3 - 17th Americas Conference on Information Systems 2011, AMCIS 2011
SP - 2521
EP - 2531
BT - 17th Americas Conference on Information Systems 2011, AMCIS 2011
T2 - 17th Americas Conference on Information Systems 2011, AMCIS 2011
Y2 - 4 August 2011 through 8 August 2011
ER -