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ICDIM
2007
IEEE

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

10 years 9 months ago
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.
Taeho Hong, Eunmi Kim
Added 03 Jun 2010
Updated 03 Jun 2010
Type Conference
Year 2007
Where ICDIM
Authors Taeho Hong, Eunmi Kim
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