Economics and Value of Information Systems


Due to the high failure rate, costs, and long duration of CRM implementation projects, it is crucial to evaluate softwaresolutions before making an investment decision. A methodological approach is required to make these decisions moreeffectively and efficiently. In this paper, an approach to evaluating CRM software packages is proposed that is the result of aliterature review. In a second step, an initial applicability check of the approach is conducted. The intention is to verify thefeasibility of the proposed approach with CRM experts who have practical experience with the selection of different systems.An empirical study that is subdivided into qualitative expert interviews and a quantitative online survey is used for thisverification. The core results demonstrate that the approach is a valid method for evaluating CRM software applications.