Selecting CRM packages based on architectural, functional, and cost requirements: Empirical validation of a hierarchical ranking model
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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 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, which can be used by practitioners as a framework to gather and evaluate software-selection information during feasibility analyses.