Open Source CRM Software Selection using the Analytic Hierarchy Process

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.

Keywords:

• open source software
• customer relationship management (CRM)
• open source CRM
• analytic hierarchy process (AHP)
• sensitivity analysis

Notes

Colors versions of one or more of the figures in this article can be found online at http://www.tandfonline.com/uism.