Open Source CRM Software Selection using the Analytic Hierarchy Process

Young‐Chan Lee · Nguyen-Hanh Tang · Vijayan Sugumaran

32 citations0/0 files storedInformation Systems Management

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Multi-Criteria Decision Making Decision Support System Applications Open Source Software Innovations

Abstract

Open source Customer Relationship Management (CRM) software is frequently used to support a firm's front-end activities such as sales, marketing, and customer service. This article presents an efficient decision making framework to select the best open source CRM software using Analytic Hierarchy Process (AHP) from not only the functionality aspect, but also from the organizational perspective. This framework would be useful for managers who intend to adopt open source CRM software for their organization.

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1985The Analytic Hierarchy Process 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance 1984Organization Strategy and Structural Differences for Radical Versus Incremental Innovation 2005Analytic Hierarchy Process 1990Management strategies for information technology 1987The Adoption of Technological, Administrative, and Ancillary Innovations: Impact of Organizational Factors 2005A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go 1993Shaping the Future: Business Design Through Information Technology.

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