REFERENCES
- Adebanjo , D. 2003 . Classifying and selecting e-CRM applications: An analysis-based proposal . Management Decision , 41 ( 6 ) : 570 – 577 .
- Ang , L. and Buttle , F. 2006 . CRM software applications and business performance . Journal of Database Marketing and Customer Strategy Management , 14 ( 1 ) : 4 – 16 .
- Bache , R. and Bazzana , G. 1994 . Software metrics for product assessment , London : McGrawHill .
- Becker , U. J. , Greve , G. and Albers , S. 2009 . The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention . International Journal of Research in Marketing , 26 : 207 – 215 .
- Bohling , T. , Bowman , D. , Lavalle , S. , Mittal , V. , Narayandas , D. , Ramani , G. and Varadarajan , R. 2006 . CRM implementation: Effectiveness issues and insights . Journal of Service Research , 9 ( 2 ) : 184 – 194 .
- Bossie Awards2008The best open source applications of InfoWorld. Retrieved from http://www.infoworld.com/%5Bprimary-term-alias-prefix%5D/%5Bprimary-term%5D/best-open-source-enterprise-applications-885 (http://www.infoworld.com/%5Bprimary-term-alias-prefix%5D/%5Bprimary-term%5D/best-open-source-enterprise-applications-885)
- Bossie Awards2009The best open source applications of InfoWorld. Retrieved from http://www.infoworld.com/d/open-source/best-open-source-enterprise-software-740 (http://www.infoworld.com/d/open-source/best-open-source-enterprise-software-740)
- Bossie Awards2010The best open source applications of InfoWorld. Retrieved from http://www.infoworld.com/d/open-source/bossie-awards-2010-the-best-open-source-applications-150?source=rs (http://www.infoworld.com/d/open-source/bossie-awards-2010-the-best-open-source-applications-150?source=rs)
- Bossie Awards2011The best open source applications of InfoWorld. Retrieved from http://www.infoworld.com/d/open-source-software/bossie-awards-2011-the-best-open-source-applications-171572-1 (http://www.infoworld.com/d/open-source-software/bossie-awards-2011-the-best-open-source-applications-171572-1)
- Boulding , W. , Staelin , R. , Ehret , M. and Johnston , W. J. 2005 . A customer relationship management roadmap: What is known, potential pitfalls, and where to go . Journal of Marketing , 69 ( 4 ) : 155 – 166 .
- Bruce , G. , Robson , P. and Spaven , R. 2006 . OSS opportunities in open source software–CRM and OSS standards . BT Technology Journal , 24 ( 1 ) : 127 – 140 .
- Byun , D. H. 2001 . The AHP approach of selecting an automobile purchase model . Information and Management , 38 : 289 – 297 .
- Byun , D. H. and Suh , E. H. 1996 . A methodology for evaluation EIS software packages . Journal of End User Computing , 8 ( 21 ) : 31
- Cebeci , U. 2009 . Fuzzy AHP-based decision support system for selecting ERP systems in textile industry by using balanced scorecard . Expert System with Applications , 36 ( 5 ) : 8900 – 8909 .
- Colombo , E. and Francalanci , C. 2004 . Selecting CRM packages based on architectural, functional, and cost requirements: Empirical validation of a hierarchical ranking model . Requirements Engineering , 9 ( 3 ) : 186 – 203 .
- CRMsoftware360. (2012a). Top 5 On-demand CRM software applications. Retrieved from http://www.crmsoftware360.com/crmsoftwareondemand.htm (http://www.crmsoftware360.com/crmsoftwareondemand.htm)
- CRMsoftware360. (2012b). Top 5 Open source CRM software applications. Retrieved from http://www.crmsoftware360.com/crmopensource.htm (http://www.crmsoftware360.com/crmopensource.htm)
- Damanpour , F. 1987 . The adoption of technological, administrative, and ancillary innovation: Impact of organizational lag . Journal of Marketing , 13 ( 4 ) : 675 – 688 .
- Davis , L. and Williams , G. 1994 . Evaluating and selecting simulation software using the analytic hierarchy process . Integrated Manufacture Systems , 5 ( 1 ) : 23 – 32 .
- Druta, R. (2011). CRM Buyer's GuideRetrieved from http://www.crmonline.com.au/crm/buyers-guide (http://www.crmonline.com.au/crm/buyers-guide)
- Earl , M. J. 1989 . The management strategies for information technology , London : Prentice-Hall .
- Ettlie , J. E. 1983 . Organizational policy and innovation among suppliers to the food processingsector . Academy of Management Journal , 26 : 27 – 44 .
- Ettlie , J. E. , Bridges , W. P. and O'Keefe , R. D. 1984 . Organization strategy and structural differences for radical versus incremental innovation . Management Science , 30 ( 6 ) : 682 – 695 .
- Hatzithomas , L. , Stamelos , I. , Fotiadis , T. and Mylonakis , J. 2007 . Quality and effectiveness of enterprise resource planning - Customer relationship management systems: Implications for information systems marketing strategies . The Journal of Applied Business Research , 23 ( 3 ) : 33 – 52 .
- Herzog , T. 2006 . A comparison of open source ERP systems. (Master's thesis). Vienna, Austria: Institute of Information Systems and Operations , Vienna University of Economics and Business Administration .
- Ishizaka , A. and Labib , A. 2009 . Analytic hierarchy process and expert choice: Benefits and limitations . ORInsight , 22 ( 4 ) : 201 – 220 .
- Kaderják , G. and Simon , A. 2009 . “ Open source CRM systems ” . In 4th Aspects and Visions of Applied Economics and Informatics , 913 – 919 . Debrecen, Hungary: University of Debrecen .
- Karlsson , J. , Wohlin , C. and Regnell , B. 1998 . An evaluation of methods for prioritizing software requirements . Information and Software Technology , 39 : 939 – 947 .
- Keen , P. G. W. 1991 . Shaping the future: Business design through information technology , Cambridge , MA : Harvard Business School Press .
- Keramati , A. and Sangari , M. S. 2011 . A success framework to investigate critical factors associated with implementation of customer relationship management: A Fuzzy ANP approach . International Journal of Customer Relationship Marketing and Management , 2 ( 2 ) : 43 – 62 .
- Kim , C. S. and Yoon , Y. 1992 . Selection of a good expert system shell for instructional purposes in business . Information and Management , 23 ( 5 ) : 249 – 262 .
- Ko , E. , Kim , S. K. , Kim , M. and Woo , J. Y. 2008 . Organizational characteristics and the CRM adoption process . Journal of Business Research , 61 ( 1 ) : 65 – 74 .
- Ko , E. , Kincade , D. H. and Brown , J. R. 2000 . Impact of business strategy on the adoption of quick response technologies: . International Journal of Operations and Production Management , 20 ( 9 ) : 1093 – 1111 .
- Kumar , V. , Lemon , K. N. and Parasuraman , A. 2006 . Managing customers for value: An overview and research agenda . Journal of Service Research , 9 ( 2 ) : 87 – 94 .
- Lai , V. S. , Trueblood , R. P. and Wong , B. K. 1999 . Software selection: A case study of the application of the analytical hierarchical process to the selection of a multimedia authoring system . Information and Management , 36 ( 3 ) : 221 – 232 .
- Lauren, C.2011Small business CRM software: 5 affordable solutions. Software Advice. Retrieved from http://blog.softwareadvice.com/articles/crm/small-business-crm-software-1080311/ (http://blog.softwareadvice.com/articles/crm/small-business-crm-software-1080311/)
- Lien , C. T. and Liang , S. K. 2005 . An ERP system selection model with project management viewpoint – A fuzzy multi-criteria decision making approach . International Journal of the Information Systems for Logistics and Management , 1 ( 1 ) : 39 – 46 .
- Lien , C. T. and Liang , S. K. 2007 . Selecting the optimal ERP software by combining the ISO 9126 standard and Fuzzy AHP approach . Contemporary Management Research , 3 ( 1 ) : 23 – 44 .
- Mamaghani , F. 2002 . Evaluation and selection of an antivirus and content filtering software . Information Management and Computer Security , 10 ( 1 ) : 28 – 32 .
- McCall , J. , Richards , P. and Walters , G. 1977 . Factors in software quality NTIS AD-A049-014, 015, 055
- McKay , D. T. and Brockway , D. W. 1989 . Building I/T infrastructure for the 1990’s . Stage by Stage (Nolan Norton and Company) , 9 ( 3 ) : 1 – 11 .
- Min , H. 1992 . Selection of software: The analytic hierarchy process . International Journal of Physical Distribution and Logistics Management , 22 : 42 – 52 .
- Muralidar , K. and Santhanam , R. 1990 . Using the analytic hierarchy process for information system project selection . Information and Management , 18 ( 1 ) : 87 – 95 .
- Mustafa , M. A. and Al-Bahar , J. F. 1991 . Project risk assessment using the analytic hierarchy process . IEEE Transactions on Engineering Management , 38 ( 1 ) : 46 – 52 .
- Myron , D. , Weinberger , J. , Lager , M. F. and Tsai , J. 2008 . The 2008 market leaders . CRM Magazine , 12 ( 9 ) : 34 – 45 .
- Myron , D. , Weinberger , J. , Lager , M. F. and Tsai , J. 2009 . The 2009 Market Leaders . CRM Magazine , 13 ( 9 ) : 32 – 43 .
- Myron , D. , Weinberger , J. , Lager , M. F. and Tsai , J. 2010 . The 2010 Market Leaders . CRM Magazine , 14 ( 8 ) : 32 – 43 .
- Myron , D. , Weinberger , J. , Lager , M. F. and Tsai , J. 2011 . The 2011 Market Leaders . CRM Magazine , 15 ( 8 ) : 30 – 41 .
- Ngai , E. W. T. and Chan , E. W. C. 2005 . Evaluation of knowledge management tools using AHP . Expert Systems with Applications , 29 : 889 – 899 .
- Niedman , F. , Brancheau , J. C. and Wetherbe , J. C. 1991 . “ Information systems management issues for the 1990s ” . In MIS Quarterly 86 – 96 .
- Ossadnik , W. and Lange , O. 1999 . AHP-based evaluation of AHP software . European Journal of Operational Research , 118 ( 3 ) : 578 – 588 .
- Oztaysi , B. , Kaya , T. and Kahraman , C. 2011 . Performance comparison based on customer relationship management using analytic network process . Expert Systems with Applications , 38 ( 8 ) : 9788 – 9798 .
- Reinartz , W. J. , Krafft , M. and Hoyer , W. D. 2004 . The customer relationship management process: Its measurement and impact on performance . Journal of Marketing Research , 41 ( 3 ) : 293 – 305 .
- Saaty , T. L. 1980 . The analytic hierarchy process , New York : McGraw-Hill .
- Saaty , T. L. 2001 . “ The analytic hierarchy process for decisions in a complex world ” . In Decision making for leaders , Pittsburgh , PA : RWS Publications .
- Schniedejans , M. J. and Wilson , R. L. 1991 . Using the analytic hierarchy process and goal programming for information system project selection . Information and Management , 20 ( 5 ) : 333 – 342 .
- Shahin , M. 2008 . “ Master's thesis ” . In An evaluation model for assessing the viability of CRM softwares for SMEs , Athens , Greece : Athens Information Technology .
- Shang, S.Seddon, P. B.2000A comprehensive framework for classifying the benefits of ERP systems. AMCIS 2000 Proceedings, paper 39. Retrieved from http://aisle. aisnet.org/amcis2000/39 (http://aisle. aisnet.org/amcis2000/39)
- Sipahi , S. and Timor , M. 2010 . The analytic hierarchy process and analytic network process: An overview of applications . Management Decision , 48 ( 5 ) : 775 – 808 .
- Sudheer, R.2011Top 7 Free/Open source “CRM” tools. Tools Journal. Retrieved from http://www.toolsjournal.com/tools-world/item/141-top-free-crm-tools (http://www.toolsjournal.com/tools-world/item/141-top-free-crm-tools)
- Tam , M. C. Y. and Tummala , V. M. R. 2001 . An application of the AHP in vendor selection of a telecommunications system . Omega , 29 ( 2 ) : 171 – 182 .
- Teltumbde , A. 2000 . A framework of evaluating ERP projects . International Journal of Production Research , 38 : 4507 – 4520 .
- Tiwana , A. 2002 . The knowledge management toolkit , Upper Saddle River : NJ: Prentice Hall PTR .
- Tsai , W. H. , Lee , P. L. , Shen , Y. S. and Yang , C. C. 2009 . The relationship between ERP software selection criteria and ERP success . Proceedings of the 2009 IEEE IEEM , : 2222 – 2226 .
- Xu , Y. , Yen , D. C. , Lin , B. and Chou , D. C. 2002 . Adopting customer relationship management technology . Industrial Management and Data Systems , 102 ( 8 ) : 442 – 452 .
- Wei , C. C. , Chien , C. F. and Wang , M. J. J. 2005 . An AHP-based approach to ERP system selection . International Journal of Production Economics , 96 : 47 – 62 .
- Weill , P. and Broadbent , M. 1998 . Leveraging the new infrastructure: How market leaders capitalize on information technology , Boston : Harvard Business School Press .