The study proposes a hierarchical ranking model to help the selection of CRM packages based on their functional and technical quality. The model is empirically tested by applying the hierarchical analytical process (AHP) to a sample of 42 CRM packages. Results indicate how functionally similar packages can substantially differ in their technical quality and, thus, in their ability to be integrated within a company’s information system. The hierarchical model is verified to be dependable, since the quality-based ranking of packages is found to have a low rank-reversal probability as a consequence of managers’ uncertainty in weighing the relevance of different quality variables. From a practical standpoint, these results confirm that CRM packages differentiate in measurable quality variables, that can be used by practitioners as a framework to gather and evaluate software-selection information during feasibility analyses.

Selecting CRM Packages Based on Architectural, Functional and Cost Requirements: Empirical Validation of a Hierarchical Ranking Methodology

COLOMBO, ENZO;FRANCALANCI, CHIARA
2004-01-01

Abstract

The study proposes a hierarchical ranking model to help the selection of CRM packages based on their functional and technical quality. The model is empirically tested by applying the hierarchical analytical process (AHP) to a sample of 42 CRM packages. Results indicate how functionally similar packages can substantially differ in their technical quality and, thus, in their ability to be integrated within a company’s information system. The hierarchical model is verified to be dependable, since the quality-based ranking of packages is found to have a low rank-reversal probability as a consequence of managers’ uncertainty in weighing the relevance of different quality variables. From a practical standpoint, these results confirm that CRM packages differentiate in measurable quality variables, that can be used by practitioners as a framework to gather and evaluate software-selection information during feasibility analyses.
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11311/265243
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