A model for evaluation of customer relationship management systems

Luka Krhlikar (2018) A model for evaluation of customer relationship management systems. EngD thesis.

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Abstract

The customer relationship management (CRM) system is indispensable in all major companies, these days. In 2017, companies have spent most money in the field of information technology for the development, implementation and maintenance of CRM systems. The problem faced by companies is to ensure the most efficient and effective use of the CRM system. The solution to the problem would be to use a model for evaluating CRM systems, which would help companies obtain better information on the usefulness of their CRM system and suggestions on how to improve it. The goal of this thesis was to develop a useful model for evaluating CRM systems. In this paper we examined the field of CRM systems, examined the existing literature on models for evaluating information systems, created a model for evaluating CRM systems, and conducted a case study at the company Euroton. On the basis of the results of the model, Euroton was then given suggestions on how to improve and complement their CRM system. The responses to the proposals that were given using our model were positive, which means that the goal of this thesis was successfully achieved.

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