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
Referências
Akoka, J., Berti-Equille, L., Boucelma, O., Bouzeghoub, M., Comyn-Wattiau1ab, I., Cosquer, M., & Sisaid-Cherfi1a, S. (2007). A framework for quality evaluation in data integration systems. In 9th International Conference on Entreprise Information Systems (ICEIS) (p. 10).
Al-Weshah, G. A., Al-Manasrah, E., & Al-Qatawneh, M. (2019). Customer relationship management systems and organizational performance: Quantitative evidence from the Jordanian telecommunication industry. Journal of Marketing Communications, 25(8), 799-819.
Barney, S., & Wohlin, C. (2009). Software product quality: Ensuring a common goal. In International Conference on Software Process (pp. 256-267). Springer, Berlin, Heidelberg.
Basili, V. R. (1992). Software modeling and measurement: the Goal/Question/Metric paradigm.
Behkamal, B., Kahani, M., & Akbari, M. K. (2009). Customizing ISO 9126 quality model for evaluation of B2B applications. Information and software technology, 51(3), 599-609.
Boarim, J. B. (2020b. Avaliação da Qualidade de Sistemas de CRM, Dissertação de Mestrado, Universidade Federal do Rio de Janeiro).
Boarim, J. B., & Cavalcanti da Rocha, A. R. (2020). Quality Characteristics of CRM Systems. In 19th Brazilian Symposium on Software Quality (pp. 1-13).
Boarim, J. B., & da Rocha, A. R. C. (2019). Quality of CRM Systems: a systematic mapping study. In Proceedings of the XVIII Brazilian Symposium on Software Quality (pp. 119-128).
Bose, U., Hashemi, S., Rebhun, H., & Street, O. M. (2006) Information Quality in Customer Relationship Management Systems.
Carvallo Vega, J. P., Franch Gutiérrez, J., & Quer, C. (2006). Un catálogo de factores de calidad para la definición de requisitos no técnicos en la selección de componentes COTS. In Anais do WER06: Workshop em Engenharia de Requisitos, Rio de Janeiro, RJ, Brasil, Julho 13-14, 2006 (pp. 93-100).
Carvallo Vega, J. P., Franch Gutiérrez, J., & Quer, C. (2007). Towards a unified catalogue of non-technical quality attributes to support COTS-based systems lifecycle activities. In ICCBSS 2007: Sixth International IEEE Conference on Commercial-off-the-shelf (COTS)-Bbased Software Systems: 26 February-2 March 2007, Banff,
Alberta, Canada: proceedings (pp. 21-30). Institute of Electrical and Electronics Engineers (IEEE).
Chen, Q., & Chen, H. M. (2004). Exploring the success factors of eCRM strategies in practice. Journal of Database Marketing & Customer Strategy Management, 11(4), 333-343.
Chien, T. K., Ma, H. Y., & Hou, K. L. (2015). A study for establishing ideal crm system function structure. In 2015 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) (pp. 681-685). IEEE.
Choi, W., Rho, M. J., Park, J., Kim, K. J., Kwon, Y. D., & Choi, I. Y. (2013). Information system success model for customer relationship management system in health promotion centers. Healthcare informatics research, 19 (2), 110.
Colombo, E., & Francalanci, C. (2004). Selecting CRM packages based on architectural, functional, and cost requirements: Empirical validation of a hierarchical ranking model. Requirements engineering, 9(3), 186-203.
Duque, J., Varajão, J., Vitor, F., & Dominguez, C. (2013). Implementation of CRM systems in Portuguese Municipalities. Local Government Studies, 39(6), 878-894.
Ekinci, Y., Gillett, P., & Stone, M. (2007). Deploying a CRM system in practice—Understanding the user experience. Journal of Database Marketing & Customer Strategy Management, 14(3), 195-224.
Fahmy, S., Haslinda, N., Roslina, W., & Fariha, Z. (2012). Evaluating the quality of software in e-book using the ISO 9126 model. International Journal of Control and Automation, 5(2), 115-122.
Friedrich, I., Sprenger, J., & Breitner, M. H. (2010). CRM evaluation–an approach for selecting suitable software packages. Tagungsband Multikonferenz Wirtschaftsinformatik. Universitätsverlag, Göttingen, 605-616.
García, J. A., & Velásquez, J. R. (2013, June). A multi-period fuzzy group analytic network process methodology for information technology selection. In 2013 International Conference on Engineering, Technology and Innovation (ICE) & IEEE International Technology Management Conference (pp. 1-12). IEEE.
Gartner. "Magic Quadrant for the CRM customer engagement center. (2020). https://www.gartner.com/doc/reprints?id=1-1Z6EZO76&ct=200604&st=sb
Gregory, D. (2015). The Importance of Quality Attributes in Enterprise Resourse Planning Selection for Small Companies-A Case Study.
Hong, T., & Kim, E. (2007, October). The selection of CRM systems in financial institutes using the analytic hierarchy. In 2007 2nd International Conference on Digital Information Management (Vol. 1, pp. 399-404). IEEE.
International Organization For Standardization. (2011). “ISO/IEC Standard 25010: Systems and software engineering–Systems and software Quality Requirements and Evaluation (SQuaRE)–System and software quality models”.
Jagli, D., Purohit, S., & Chandra, N. S. (2016). Evaluating service customizability of SaaS on the cloud computing environment. International Journal of Computer Applications, 141(9).
Jia, D., Lu, H., Zhao, X., & Wang, R. (2009). A Study into the QOS Evaluation of a Telecom CRM System. In 2009 First International Conference on Information Science and Engineering (pp. 4692-4695). IEEE.
Khlif, H., & Jallouli, R. (2014). The success factors of CRM systems: An explanatory analysis. Journal of Global Business & Technology, 10(2), 25-42.
Kim, H. S., & Kim, Y. G. (2009). A CRM performance measurement framework: Its development process and application. Industrial marketing management, 38(4), 477-489.
Kim, M., Park, J. H., & Lee, N. Y. (2016). A quality model for IoT service. In Advances in Computer Science and Ubiquitous Computing (pp. 497-504). Springer, Singapore.
Klimanov, D., & Frolkina, E. (2015). The Impact of CRM System Use on Companies’ Customer Understanding: The Case of the Russian Ophthalmology Market. Market-Tržište, 27(1).
Lechner, B., Fruhling, A., Petter, S., & Siy, H. (2013). The chicken and the pig: User involvement in developing usability heuristics.
Lee, Y. C., Tang, N. H., & Sugumaran, V. (2014). Open source CRM software selection using the analytic hierarchy process. Information Systems Management, 31(1),
Lin, M. C. (2003). A study of main stream features of CRM system and evaluation criteria. In Proceedings of the 2003 American Society for Engineering Education Annual Conference & Exposition (pp. 1-12).
Linaker, J., Sulaman, S. M., Höst, M., & de Mello, R. M. (2015). Guidelines for conducting surveys in software engineering v. 1.1. Lund University.
Maia, V., Gonçalves, T. G., & da Rocha, A. R. C. (2019, October). Quality Characteristics of Mobile Applications: A Survey in Brazilian Context. In Proceedings of the XVIII Brazilian Symposium on Software Quality (pp. 109-118).
Maia, V., Gonçalves, T. G., & da Rocha, A. R. C. (2019, October). Quality Characteristics of Mobile Applications: A Survey in Brazilian Context. In Proceedings of the XVIII Brazilian Symposium on Software Quality (pp. 109-118).
Nasir, M. H., Kamal, M., & Rozali, W. A. (2008). Human computer interaction approach in developing customer relationship management. Journal of Computer Science, 4(7), 557.
NBR ISO/IEC 9126-1:2003. (2003). Engenharia de software – Qualidade de produto Parte 1: Modelo de qualidade. [S.l.].
Pai, M., McCulloch, M., Gorman, J. D., Pai, N., Enanoria, W., Kennedy, G., ... & Colford Jr, J. M. (2004). Systematic reviews and meta-analyses: an illustrated, step-by-step guide. The National medical journal of India, 17(2), 86-95.
Peltier, J. W., Zahay, D., & Lehmann, D. R. (2013). Organizational learning and CRM success: a model for linking organizational practices, customer data quality, and performance. Journal of Interactive Marketing, 27(1), 1-13.
Rocha, A. R. C.; Santos, G.; Travassos, G. H.; Reinehr, S. (2016) QPS - Modelo de Referência para Avaliação de Produto de Software. COPPE/UFRJ. Rio de Janeiro.
Sánchez, C. M. F., Monje, M. R., & Velthuis, M. G. P. (2013). Calidad del producto software. AENOR: Revista de la normalización y la certificación, (288), 30-35.
Stefani, A., & Xenos, M. (2008). E-commerce system quality assessment using a model based on ISO 9126 and Belief Networks. Software Quality Journal, 16(1), 107-129.
Tang, N. H., & Lee, Y. C. (2015). BCR Model for Cloud-Based Social CRM Service Selection Using the AHP. International Information Institute (Tokyo). Information, 18(12), 4917.
Torchiano, M., Jaccheri, L., Sørensen, C. F., & Wang, A. I. (2002). COTS products characterization. In Proceedings of the 14th International Conference on Software Engineering and Knowledge Engineering (pp. 335-338).
Trienekens, J. J., Kusters, R. J., & Brussel, D. C. (2010). Quality specification and metrication, results from a case-study in a mission-critical software domain. Software Quality Journal, 18(4), 469-490.
Uturytė-Vrubliauskienė, L., & Linkevičius, M. (2013). Application of customer relationship management systems in Lithuanian mobile telecommunications companies/Ryšių su klientais valdymo sistemos taikymo privalumai ir trūkumai Lietuvos viešojo judriojo telefono ryšio organizacijose. Mokslas–Lietuvos ateitis/Science–Future of Lithuania, 5(1), 29-37.
Wong, B., & Jeffery, R. (2002, December). A framework for software quality evaluation. In International Conference on Product Focused Software Process Improvement (pp. 103-118). Springer, Berlin, Heidelberg.
Yerpude, S., & Singhal, T. K. (2018). Internet of things based customer relationship management–a research perspective. International Journal of Engineering & Technology, 7(2.7), 444-450.
Al-Weshah, G. A., Al-Manasrah, E., & Al-Qatawneh, M. (2019). Customer relationship management systems and organizational performance: Quantitative evidence from the Jordanian telecommunication industry. Journal of Marketing Communications, 25(8), 799-819.
Barney, S., & Wohlin, C. (2009). Software product quality: Ensuring a common goal. In International Conference on Software Process (pp. 256-267). Springer, Berlin, Heidelberg.
Basili, V. R. (1992). Software modeling and measurement: the Goal/Question/Metric paradigm.
Behkamal, B., Kahani, M., & Akbari, M. K. (2009). Customizing ISO 9126 quality model for evaluation of B2B applications. Information and software technology, 51(3), 599-609.
Boarim, J. B. (2020b. Avaliação da Qualidade de Sistemas de CRM, Dissertação de Mestrado, Universidade Federal do Rio de Janeiro).
Boarim, J. B., & Cavalcanti da Rocha, A. R. (2020). Quality Characteristics of CRM Systems. In 19th Brazilian Symposium on Software Quality (pp. 1-13).
Boarim, J. B., & da Rocha, A. R. C. (2019). Quality of CRM Systems: a systematic mapping study. In Proceedings of the XVIII Brazilian Symposium on Software Quality (pp. 119-128).
Bose, U., Hashemi, S., Rebhun, H., & Street, O. M. (2006) Information Quality in Customer Relationship Management Systems.
Carvallo Vega, J. P., Franch Gutiérrez, J., & Quer, C. (2006). Un catálogo de factores de calidad para la definición de requisitos no técnicos en la selección de componentes COTS. In Anais do WER06: Workshop em Engenharia de Requisitos, Rio de Janeiro, RJ, Brasil, Julho 13-14, 2006 (pp. 93-100).
Carvallo Vega, J. P., Franch Gutiérrez, J., & Quer, C. (2007). Towards a unified catalogue of non-technical quality attributes to support COTS-based systems lifecycle activities. In ICCBSS 2007: Sixth International IEEE Conference on Commercial-off-the-shelf (COTS)-Bbased Software Systems: 26 February-2 March 2007, Banff,
Alberta, Canada: proceedings (pp. 21-30). Institute of Electrical and Electronics Engineers (IEEE).
Chen, Q., & Chen, H. M. (2004). Exploring the success factors of eCRM strategies in practice. Journal of Database Marketing & Customer Strategy Management, 11(4), 333-343.
Chien, T. K., Ma, H. Y., & Hou, K. L. (2015). A study for establishing ideal crm system function structure. In 2015 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) (pp. 681-685). IEEE.
Choi, W., Rho, M. J., Park, J., Kim, K. J., Kwon, Y. D., & Choi, I. Y. (2013). Information system success model for customer relationship management system in health promotion centers. Healthcare informatics research, 19 (2), 110.
Colombo, E., & Francalanci, C. (2004). Selecting CRM packages based on architectural, functional, and cost requirements: Empirical validation of a hierarchical ranking model. Requirements engineering, 9(3), 186-203.
Duque, J., Varajão, J., Vitor, F., & Dominguez, C. (2013). Implementation of CRM systems in Portuguese Municipalities. Local Government Studies, 39(6), 878-894.
Ekinci, Y., Gillett, P., & Stone, M. (2007). Deploying a CRM system in practice—Understanding the user experience. Journal of Database Marketing & Customer Strategy Management, 14(3), 195-224.
Fahmy, S., Haslinda, N., Roslina, W., & Fariha, Z. (2012). Evaluating the quality of software in e-book using the ISO 9126 model. International Journal of Control and Automation, 5(2), 115-122.
Friedrich, I., Sprenger, J., & Breitner, M. H. (2010). CRM evaluation–an approach for selecting suitable software packages. Tagungsband Multikonferenz Wirtschaftsinformatik. Universitätsverlag, Göttingen, 605-616.
García, J. A., & Velásquez, J. R. (2013, June). A multi-period fuzzy group analytic network process methodology for information technology selection. In 2013 International Conference on Engineering, Technology and Innovation (ICE) & IEEE International Technology Management Conference (pp. 1-12). IEEE.
Gartner. "Magic Quadrant for the CRM customer engagement center. (2020). https://www.gartner.com/doc/reprints?id=1-1Z6EZO76&ct=200604&st=sb
Gregory, D. (2015). The Importance of Quality Attributes in Enterprise Resourse Planning Selection for Small Companies-A Case Study.
Hong, T., & Kim, E. (2007, October). The selection of CRM systems in financial institutes using the analytic hierarchy. In 2007 2nd International Conference on Digital Information Management (Vol. 1, pp. 399-404). IEEE.
International Organization For Standardization. (2011). “ISO/IEC Standard 25010: Systems and software engineering–Systems and software Quality Requirements and Evaluation (SQuaRE)–System and software quality models”.
Jagli, D., Purohit, S., & Chandra, N. S. (2016). Evaluating service customizability of SaaS on the cloud computing environment. International Journal of Computer Applications, 141(9).
Jia, D., Lu, H., Zhao, X., & Wang, R. (2009). A Study into the QOS Evaluation of a Telecom CRM System. In 2009 First International Conference on Information Science and Engineering (pp. 4692-4695). IEEE.
Khlif, H., & Jallouli, R. (2014). The success factors of CRM systems: An explanatory analysis. Journal of Global Business & Technology, 10(2), 25-42.
Kim, H. S., & Kim, Y. G. (2009). A CRM performance measurement framework: Its development process and application. Industrial marketing management, 38(4), 477-489.
Kim, M., Park, J. H., & Lee, N. Y. (2016). A quality model for IoT service. In Advances in Computer Science and Ubiquitous Computing (pp. 497-504). Springer, Singapore.
Klimanov, D., & Frolkina, E. (2015). The Impact of CRM System Use on Companies’ Customer Understanding: The Case of the Russian Ophthalmology Market. Market-Tržište, 27(1).
Lechner, B., Fruhling, A., Petter, S., & Siy, H. (2013). The chicken and the pig: User involvement in developing usability heuristics.
Lee, Y. C., Tang, N. H., & Sugumaran, V. (2014). Open source CRM software selection using the analytic hierarchy process. Information Systems Management, 31(1),
Lin, M. C. (2003). A study of main stream features of CRM system and evaluation criteria. In Proceedings of the 2003 American Society for Engineering Education Annual Conference & Exposition (pp. 1-12).
Linaker, J., Sulaman, S. M., Höst, M., & de Mello, R. M. (2015). Guidelines for conducting surveys in software engineering v. 1.1. Lund University.
Maia, V., Gonçalves, T. G., & da Rocha, A. R. C. (2019, October). Quality Characteristics of Mobile Applications: A Survey in Brazilian Context. In Proceedings of the XVIII Brazilian Symposium on Software Quality (pp. 109-118).
Maia, V., Gonçalves, T. G., & da Rocha, A. R. C. (2019, October). Quality Characteristics of Mobile Applications: A Survey in Brazilian Context. In Proceedings of the XVIII Brazilian Symposium on Software Quality (pp. 109-118).
Nasir, M. H., Kamal, M., & Rozali, W. A. (2008). Human computer interaction approach in developing customer relationship management. Journal of Computer Science, 4(7), 557.
NBR ISO/IEC 9126-1:2003. (2003). Engenharia de software – Qualidade de produto Parte 1: Modelo de qualidade. [S.l.].
Pai, M., McCulloch, M., Gorman, J. D., Pai, N., Enanoria, W., Kennedy, G., ... & Colford Jr, J. M. (2004). Systematic reviews and meta-analyses: an illustrated, step-by-step guide. The National medical journal of India, 17(2), 86-95.
Peltier, J. W., Zahay, D., & Lehmann, D. R. (2013). Organizational learning and CRM success: a model for linking organizational practices, customer data quality, and performance. Journal of Interactive Marketing, 27(1), 1-13.
Rocha, A. R. C.; Santos, G.; Travassos, G. H.; Reinehr, S. (2016) QPS - Modelo de Referência para Avaliação de Produto de Software. COPPE/UFRJ. Rio de Janeiro.
Sánchez, C. M. F., Monje, M. R., & Velthuis, M. G. P. (2013). Calidad del producto software. AENOR: Revista de la normalización y la certificación, (288), 30-35.
Stefani, A., & Xenos, M. (2008). E-commerce system quality assessment using a model based on ISO 9126 and Belief Networks. Software Quality Journal, 16(1), 107-129.
Tang, N. H., & Lee, Y. C. (2015). BCR Model for Cloud-Based Social CRM Service Selection Using the AHP. International Information Institute (Tokyo). Information, 18(12), 4917.
Torchiano, M., Jaccheri, L., Sørensen, C. F., & Wang, A. I. (2002). COTS products characterization. In Proceedings of the 14th International Conference on Software Engineering and Knowledge Engineering (pp. 335-338).
Trienekens, J. J., Kusters, R. J., & Brussel, D. C. (2010). Quality specification and metrication, results from a case-study in a mission-critical software domain. Software Quality Journal, 18(4), 469-490.
Uturytė-Vrubliauskienė, L., & Linkevičius, M. (2013). Application of customer relationship management systems in Lithuanian mobile telecommunications companies/Ryšių su klientais valdymo sistemos taikymo privalumai ir trūkumai Lietuvos viešojo judriojo telefono ryšio organizacijose. Mokslas–Lietuvos ateitis/Science–Future of Lithuania, 5(1), 29-37.
Wong, B., & Jeffery, R. (2002, December). A framework for software quality evaluation. In International Conference on Product Focused Software Process Improvement (pp. 103-118). Springer, Berlin, Heidelberg.
Yerpude, S., & Singhal, T. K. (2018). Internet of things based customer relationship management–a research perspective. International Journal of Engineering & Technology, 7(2.7), 444-450.
Publicado
07/06/2021
Como Citar
BOARIM, Jhonatan Bernardes; DA ROCHA, Ana Regina Cavalcanti.
Avaliação da Qualidade de Sistemas de CRM. In: CONCURSO DE TESES E DISSERTAÇÕES EM SISTEMAS DE INFORMAÇÃO - 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.
