Discussion and Validation of a CRM System Selection Approach with Experts

Due to the high failure rate, costs, and long duration of CRM implementation projects, it is crucial to evaluate software solutions before making an investment decision. A methodological approach is required to make these decisions more effectively and efficiently. In this paper, an approach to evaluating CRM software packages is proposed that is the result of a literature review. In a second step, an initial applicability check of the approach is conducted. The intention is to verify the feasibility 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 this verification. The core results demonstrate that the approach is a valid method for evaluating CRM software applications.