CRM Selection with AHP

Authors

  • Maria Manuela Cruz-Cunha
  • João Eduardo Varajão

DOI:

https://doi.org/10.21714/2238-104X2011v1i1-11845

Abstract

Managers are often faced with the need to select one of several suppliers of a similar product or service, characterized by a set of parameters of whose weighting and analysis the selection depends. One technique for doing this is the Analytic Hierarchy Process (AHP). This paper proposes the application of this technique to the process of CRM (customer relationship management) systems selection, presenting a set of criteria and weightings, as well as the explanation of the various stages of implementation of the technique.

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Published

2011-12-26

How to Cite

Cruz-Cunha, M. M., & Varajão, J. E. (2011). CRM Selection with AHP. Theory and Practice in Administration - TPA, 1(1), pp. 1–17. https://doi.org/10.21714/2238-104X2011v1i1-11845

Issue

Vol. 1 No. 1 (2011): Jul/Dez

Section

Artigos de Pesquisa (Research Papers)

License

Autores mantêm, irrestritamente, o copyright e os direitos autorais, e concedem à revista Teoria e Prática em Administração (TPA) o direito à primeira publicação, com o trabalho simultaneamente licenciado sob a Licença Creative Commons Attribution CC BY que permite o compartilhamento da obra com o reconhecimento da autoria e publicação inicial nesta revista.