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Qualitative Analysis of Different CRM Evaluation Models

In: Customer Relationship Management and IT

Author

Listed:
  • Christoph Weiss
  • Johannes Keckeis
  • Manfred Kofler

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.

Suggested Citation

  • Christoph Weiss & Johannes Keckeis & Manfred Kofler, 2020. "Qualitative Analysis of Different CRM Evaluation Models," Chapters, in: Danil Dintsis (ed.), Customer Relationship Management and IT, IntechOpen.
    • Handle: RePEc:ito:pchaps:201779
    DOI: 10.5772/intechopen.89776
    as

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    File URL: https://www.intechopen.com/chapters/70069
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    More about this item

    Keywords

    analyze; business management; CRM; customer relationship management; criteria; decision; evaluation; evaluation models; normalize; market information; model; negotiation; project; requirements; selection; solution; system;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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