The selection of CRM systems in financial institutes using the analytic hierarchy

Recently, by changing business circumstances, financial institutes have become interested in customer relationship management (CRM) in order to obtain continuous profit and to keep long term relationships with customers using information technology. Also, after a financial crisis, the importance of CRM in the domestic financial market increases. So, selection criteria and evaluation for CRM packages are a necessity. In this paper, when financial institutes introduce the CRM package, considering criteria and relative weights are suggested using the analytic hierarchy process (AHP). First of all, selection criteria state, make a model for CRM packages, and survey three groups; researcher group, developer group, and user group. In this paper, weights of selection criteria were confirmed through various experts and a necessity element was suggested for financial institutes with weight of element.

• Type: Conference
• Year: 2007
• Where: ICDIM
• Authors: Taeho Hong, Eunmi Kim
• Keywords: Crm Packages, Financial Institutes, ICDIM 2007, Information Management, Selection Criteria