Selecting CRM packages based on architectural, functional, and cost requirements: Empirical validation of a hierarchical ranking model

@article{Colombo2003SelectingCP,
  title={Selecting CRM packages based on architectural, functional, and cost requirements: Empirical validation of a hierarchical ranking model},
  author={Enzo Colombo and Chiara Francalanci},
  journal={Requirements Engineering},
  year={2003},
  volume={9},
  pages={186-203}
}
This study describes a hierarchical ranking model to help the selection of CRM (customer relationship management) packages based on their functional and technical quality. The model is tested empirically by applying the hierarchical analytical process (AHP) to a sample of 42 CRM packages. Results indicate how functionally similar packages can differ substantially in their technical quality and, thus, in their ability to be integrated within a company’s information system. The hierarchical model… CONTINUE READING

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