Qualitative Analysis of Different CRM Evaluation Models

Christoph Weiss, Johannes Keckeis and Manfred Kofler

A chapter in Customer Relationship Management and IT from IntechOpen

Abstract: Customer relationship management (CRM) systems help companies to manage their business processes. Specially for sales, campaigns, contact management, etc. The simpler and more efficient the business processes are executed, the more profitable these companies can be. Therefore, the process of selecting and evaluating a CRM system is an important success factor for each company in every industry and in every company size. The qualitative analysis of CRM evaluation models examines the necessary phases and activities for selecting a new CRM system. It is important to go through the relevant phases in the selection in order to be able to make a decision in a structured manner.

Keywords: analyze; business management; CRM; customer relationship management; criteria; decision; evaluation; evaluation models; normalize; market information; model; negotiation; project; requirements; selection; solution; system (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:ito:pchaps:201779

DOI: 10.5772/intechopen.89776

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