Quality Characteristics of CRM Systems

• Jhonatan Bernardes Boarim UFRJ https://orcid.org/0000-0001-8781-4565
• Ana Regina Cavalcanti da Rocha UFRJ

Abstract

Customer Relationship Management systems (CRMS) support companies in managing their relationship with their customers. They are sophisticated systems composed of various functionalities. The software quality models defined by ISO/IEC 25010 international standard are generic and provide software quality characteristics that are intended to be pertinent to all software types. Nevertheless, the same international standard indicates the need to individualize software quality models to specific software product types. This paper proposes a set of quality characteristics and sub characteristics specific to CRMS based on the quality models of ISO/IEC 25010. To achieve this goal, after a systematic mapping review and the identification of several qualities related to CRMS, a survey was conducted to confirm its pertinence with professionals and users of CRMS.

Keywords: Software Quality, CRM Systems, ISO/IEC 25010, Quality Characteristics, Customer Relationship Management