Identifying and ranking the factors affecting the selection of CRM software using AHP
Since the implementation of customer relationship management software (CRM) is widespread, there is always concern about which of the various CRM software providers should be selected. The aim of this study is to identify and rank the factors affecting the selection of CRM software in Iranian organi...
| Main Authors: | , |
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| Format: | Article |
| Language: | fas |
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Iranian Research Institute for Information and Technology
2019-03-01
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| Series: | Iranian Journal of Information Processing & Management |
| Subjects: | |
| Online Access: | http://jipm.irandoc.ac.ir/article-1-3659-en.html |
| _version_ | 1818068079708471296 |
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| author | Mina Rnjbarfard Atiye Ghalami |
| author_facet | Mina Rnjbarfard Atiye Ghalami |
| author_sort | Mina Rnjbarfard |
| collection | DOAJ |
| description | Since the implementation of customer relationship management software (CRM) is widespread, there is always concern about which of the various CRM software providers should be selected. The aim of this study is to identify and rank the factors affecting the selection of CRM software in Iranian organizations with Analytic Hierarchy Process (AHP). For this purpose, important properties and criteria of CRM software were identified through the study of literature and considered during the interview with experts. Then, hierarchical analysis questionnaire was designed on the basis of agreed criteria and was completed by experts. The collected data analysis results indicate that the features of software including functional capabilities (operational, analytical, communicational), non-functional capabilities and the features of providers of CRM software are the most important factors and should be considered by organizations. Also, functional capabilities, non-functional capabilities and the features of the software providers are respectively important. In addition, weights and priorities related to the criteria in each category were calculated. |
| first_indexed | 2024-12-10T15:33:53Z |
| format | Article |
| id | doaj.art-b56d0ae13e754e2e9839e47b4d001c0a |
| institution | Directory Open Access Journal |
| issn | 2251-8223 2251-8231 |
| language | fas |
| last_indexed | 2024-12-10T15:33:53Z |
| publishDate | 2019-03-01 |
| publisher | Iranian Research Institute for Information and Technology |
| record_format | Article |
| series | Iranian Journal of Information Processing & Management |
| spelling | doaj.art-b56d0ae13e754e2e9839e47b4d001c0a2022-12-22T01:43:18ZfasIranian Research Institute for Information and TechnologyIranian Journal of Information Processing & Management2251-82232251-82312019-03-01342719738Identifying and ranking the factors affecting the selection of CRM software using AHPMina Rnjbarfard0Atiye Ghalami1 Department of Management; Faculty of Social Sciences and Economics; Al-Zahra University; Tehran, Iran Faculty of Social Sciences and Economics; Al-Zahra University; Tehran, Iran Since the implementation of customer relationship management software (CRM) is widespread, there is always concern about which of the various CRM software providers should be selected. The aim of this study is to identify and rank the factors affecting the selection of CRM software in Iranian organizations with Analytic Hierarchy Process (AHP). For this purpose, important properties and criteria of CRM software were identified through the study of literature and considered during the interview with experts. Then, hierarchical analysis questionnaire was designed on the basis of agreed criteria and was completed by experts. The collected data analysis results indicate that the features of software including functional capabilities (operational, analytical, communicational), non-functional capabilities and the features of providers of CRM software are the most important factors and should be considered by organizations. Also, functional capabilities, non-functional capabilities and the features of the software providers are respectively important. In addition, weights and priorities related to the criteria in each category were calculated.http://jipm.irandoc.ac.ir/article-1-3659-en.htmlanalysis of hierarchical process (ahp)customer relationship management (crm)functional & non-functional capabilitiessoftware selection |
| spellingShingle | Mina Rnjbarfard Atiye Ghalami Identifying and ranking the factors affecting the selection of CRM software using AHP Iranian Journal of Information Processing & Management analysis of hierarchical process (ahp) customer relationship management (crm) functional & non-functional capabilities software selection |
| title | Identifying and ranking the factors affecting the selection of CRM software using AHP |
| title_full | Identifying and ranking the factors affecting the selection of CRM software using AHP |
| title_fullStr | Identifying and ranking the factors affecting the selection of CRM software using AHP |
| title_full_unstemmed | Identifying and ranking the factors affecting the selection of CRM software using AHP |
| title_short | Identifying and ranking the factors affecting the selection of CRM software using AHP |
| title_sort | identifying and ranking the factors affecting the selection of crm software using ahp |
| topic | analysis of hierarchical process (ahp) customer relationship management (crm) functional & non-functional capabilities software selection |
| url | http://jipm.irandoc.ac.ir/article-1-3659-en.html |
| work_keys_str_mv | AT minarnjbarfard identifyingandrankingthefactorsaffectingtheselectionofcrmsoftwareusingahp AT atiyeghalami identifyingandrankingthefactorsaffectingtheselectionofcrmsoftwareusingahp |