A Conceptual Framework Based on PLS-SEM Approach for Sustainable Customer Relationship Management in Enterprise Software Development: Insights from Developers

Kausar-Nasreen Khattak, Zohaib Hassan, Syed Shehryar Ali Naqvi, Muhammad Abbas Khan, Faiza Qayyum () and Inam Ullah ()
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Kausar-Nasreen Khattak: Department of Computing, Riphah International University, Gulberg Green Campus, Islamabad 44600, Pakistan
Zohaib Hassan: Suffaah Research Academy, IT Solutions Providing Organization, Peshawar 25000, Pakistan
Syed Shehryar Ali Naqvi: Department of Electronics Engineering, Jeju National University, Jeju 63243, Republic of Korea
Muhammad Abbas Khan: Department of Electrical Engineering, Balochistan University of Information Technology, Engineering and Management Sciences, Quetta 87300, Pakistan
Faiza Qayyum: Department of Computer Engineering, Jeju National University, Jeju 63243, Republic of Korea
Inam Ullah: Department of Computer Engineering, Gachon University, Sujeong-gu, Seongnam 13120, Republic of Korea

Sustainability, 2024, vol. 16, issue 6, 1-31

Abstract: Due to its significant relevance in outsourcing, the global software industry, such as enterprise software development organizations, accepted the implementation of global software development (GSD). Customers play a pivotal role in any industry, and effective customer relationship management (CRM) is instrumental in ensuring client satisfaction while developing software projects. However, software organizations operating globally often need more insight into their customers’ perspectives. These challenges give rise to a major combination for the success of the GSD projects. Organizations working globally face the key challenge of the implementation of CRM. The main objective of this paper is to investigate and understand the challenges faced by global software development organizations when implementing customer relationship management (CRM) in their enterprise software projects. This paper aims to assess how these CRM implementation challenges impact the value of enterprise software products in the context of global software development (GSD). To achieve this objective, the study employs the partial least squares-structural equation modeling (PLS-SEM) approach and conducts a systematic literature review (SLR) to identify relevant challenges. Additionally, this paper presents a conceptual framework based on the identified challenges and validates it through surveys and qualitative research with software outsourcing companies in Pakistan. The research provides valuable insights from the perspective of software developers and aims to offer practical guidance for the successful application of CRM in outsourcing.

Keywords: PLS-SEM; customer relationship management; CRM organization; enterprise software industry; distributed software development (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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