Open Source CRM Software Selection using the Analytic Hierarchy Process

Lee, Young‐Chan; Tang, Nguyen-Hanh; Sugumaran, Vijayan

doi:10.1080/10580530.2013.854020

Cited by 29 publications

(15 citation statements)

References 40 publications

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“…Both scholars and practitioners have given CRM attention since the past two decades [ 3 , 4 ] due to the wide range of benefits it offers and many untold advantages it has. Such pertinent characteristics of CRM has made the system considered as an essential part of current businesses that seek to increase revenues and maintaining the company’s performance [ 5 , 6 ].…”

Section: Introductionmentioning

confidence: 99%

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

2021

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CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the adoption of CRM in the Palestinian SMEs. A quantitative approach was used to investigate the relationships between the variables, which are compatibility, IT infrastructure, complexity, relative advantage, security, top management support, customer pressure, and competitive pressure. A questionnaire was designed to collect data from 420 SMEs in Palestine. A total of 331 respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. The Diffusion of Innovation Theory (DOI) and Technology, Organization, and Environment Framework (TOE) framework were employed to identify the determinant factors from the technological, organizational, and environmental perspectives. The findings and conclusions of this study provide show that the moderating effect of firm size has significant effect compatibility, top management support, customer pressure, and IT infrastructure factors.

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Section: Introductionmentioning

confidence: 99%

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

2021

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“…Vendor criteria are utilized to evaluate the vendor capabilities of software packages. The vendor criteria are important for selecting software because they offer guides for establishing, operating, and customizing software packages (Jadhav and Sonar 2009a , b , 2011 ; Lee et al 2013 ). Table 10 depicts the vendor criteria with a description of each sub-criterion description and presence of the procedure.…”

Section: Methodsmentioning

confidence: 99%

An evaluation and selection problems of OSS-LMS packages

et al. 2016

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The evaluation and selection of inappropriate open source software in learning management system (OSS-LMS) packages adversely affect the business processes and functions of an organization. Thus, comprehensive insights into the evaluation and selection of OSS-LMS packages are presented in this paper on the basis of three directions. First, available OSS-LMSs are ascertained from published papers. Second, the criteria for evaluating OSS-LMS packages are specified.according to two aspects: the criteria are identified and established, followed by a crossover between them to highlight the gaps between the evaluation criteria for OSS-LMS packages and the selection problems. Third, the abilities of selection methods that appear fit to solve the problems of OSS-LMS packages based on the multi-criteria evaluation and selection problem are discussed to select the best OSS-LMS packages. Results indicate the following: (1) a list of active OSS-LMS packages; (2) the gaps on the evaluation criteria used for LMS and other problems (consisting of main groups with sub-criteria); (3) use of multi-attribute or multi-criteria decision-making (MADM/MCDM) techniques in the framework of the evaluation and selection of the OSS in education as recommended solutions.

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“…Gürbüz et al [12] propose a framework for ERP software evaluation, which integrates three methods: ANP, Choquet Integral (CI) and Measuring Attractiveness by a Categorical Based Evaluation Technique (MACBETH), where ANP defines the rank of alternatives, whereas the CI and MACBETH do the research in conjunctive or disjunctive criteria behavior. Lee et al [13] propose AHP method application in solving the problem of the Open Source Customer Relationship Management (OS-CRM) software evaluation. Shukla et al [14], developed a model for software selection, formed by combining the Stepwise Weight Assessment Ratio Analysis (SWARA) which is used for criteria prioritization and the PROMETHEE method, used for ranking alternatives.…”

Section: Literature Reviewmentioning

confidence: 99%

“…For each pair of the compared alternatives, the preference function ( , ) was determined, according to (13), then the index of the preference ( , ) according to (14) that enables the construction of the outranking relation.…”

Section: The Application Of the Proposed Model For Plm Software Selecmentioning

confidence: 99%

An Integrated MCDM Approach to PLM Software Selection

2019

APH

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This paper presents the development of a hybrid multi-criteria decision-making (MCDM) approach for Product Lifecycle Management (PLM) software selection, as an essential part of the PLM concept implementation. The approach is based on the hybrid MCDM process that integrates the Fuzzy Analytic Hierarchy Process (FAHP) and the Preference Ranking Organization Method for Enrichment Evaluations (PROMETHEE). The Fuzzy AHP has been applied in order to overcome the problem of the vagueness of decision-makers' judgments in the process of the criteria relative significance assessment, whereas, the PROMETHEE method has been applied in order to evaluate the pieces of software. This paper's findings should indicate the broad possibilities of the proposed model for an objective evaluation of PLM software, on the basis of their total suitability against the global goal according to the established criteria, and capability for efficiently overcoming the problem of data vagueness that decision-makers are facing during the process.

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Open Source CRM Software Selection using the Analytic Hierarchy Process

Cited by 29 publications

References 40 publications

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

An evaluation and selection problems of OSS-LMS packages

An Integrated MCDM Approach to PLM Software Selection

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