Avaliação da Qualidade de Sistemas de CRM

Resumo


Empresas precisam gerenciar expectativas e relacionamentos com seus clientes. Sistemas de gerenciamento do relacionamento com o cliente (CRM) provém o ferramental para apoiar estas tarefas. Avaliar e selecionar um sistema de CRM não é uma tarefa trivial. Este trabalho identificou as características e subcaracterísticas de qualidade importantes para sistemas de CRM em um mapeamento sistemático da literatura, comparando resultados obtidos com os modelos de qualidade de software da norma ISO/IEC 25010 e realização de um survey na indústria brasileira de sistemas de CRM. Por fim, foi realizada a avaliação de um CRM de mercado para verificar a viabilidade de avaliar produtos utilizando o conjunto de características identificado.
Palavras-chave: Engenharia de Software, Qualidade de Produto de Software, Avaliação de qualidade de Produto Software, CRM, Sistemas de CRM, Característica de Qualidade, Subcaracterística de Qualidade, Método de Medição, Métricas

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Publicado
07/06/2021
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BOARIM, Jhonatan Bernardes; DA ROCHA, Ana Regina Cavalcanti. Avaliação da Qualidade de Sistemas de CRM. In: CONCURSO DE TESES E DISSERTAÇÕES - SIMPÓSIO BRASILEIRO DE SISTEMAS DE INFORMAÇÃO (SBSI), 17. , 2021, On-line. Anais [...]. Porto Alegre: Sociedade Brasileira de Computação, 2021 . p. 141-156. DOI: https://doi.org/10.5753/sbsi.2021.15369.