Extracting CRM Requirements: The Evolution from Traditional to Agile Approaches
DOI:
https://doi.org/10.59992/Keywords:
Customer Relationship Management, CRM Requirements, Agile CRM SoftwareAbstract
Customer relationship management (CRM) is a system that helps to manage the business interactions between customers and enterprises by combining business processes and technologies. It has many functions that can store, track, and share customer data. Consideration of CRM requirements will lead to successful implementation of CRM. Several software companies offer CRM application using different software development approaches. The objective of this paper is to provide a brief review of the CRM system, how to extract the CRM requirements and finally a comparison between two software development approaches which are used to build the CRM system with a mention to many software companies that have the CRM software applied these approaches. These approaches are an agile approach and a waterfall approach.
References
[1] Chen, Injazz J., and Karen Popovich. "Understanding Customer Relationship Management (CRM) People, Process and Technology", Business Process Management Journal 9.5, 672-688, 2003.
[2] Girchenko, Tetiana, Yana Ovsiannikova, and Liudmyla Girchenko. "CRM System as a Keystone of Successful Business Activity", Knowledge-Economy Society: Management in the Face of Contemporary Challenges and Dilemmas, 251-261, 2017.
[3] Jens Berfenfeldt, “Master’s Thesis -Customer Relationship Management”, ISSN: 1402-1617 – ISRN: LTU-EX—10/111—SE, 2010.
[4] Torggler, Michael, "The Functionality and usage of CRM Systems", Environment, 2009.
[5] Boon, Olaf, Brian Corbitt, and Craig Parker, "Conceptualizing the Requirements of CRM from an Organizational Perspective: A Review of The Literature", AWRE 2002: Proceedings of the 7th Australian Workshop on Requirements Engineering. Deakin University, 2002.
[6] Richard Boardman, March, “How to gather and document a CRM requirements specification”, 2015.
Retrieved from: https://www.mareeba.co.uk/blog/2015/03/specifying-crm-functional-requirements.html
[7] Dragon, S, "The Decision Support System Applied in Agile Supply Chain", Proceedings of the 12th World Multiconference on Systemics, Cybernetics and Informatics, 2008.
[8] Stender, Michael, "Outline of an Agile Incremental Implementation Methodology for Enterprise Systems", AMCIS 2002 Proceedings, 2002.
[9] Denning, Stephen, "Why Agile can be a Game Changer for Managing Continuous Innovation In Many Industries", Strategy & Leadership 41.2, 5-11, 2013.
[10] Ramamurthy, Ambisetty, and Pavan Teja, "Developing a Job Portal in Sugar CRM Using Agile Methodology", 2015.
[11] Bielawski, Sean, et al, "Salesforce. com.", 2015.
[12] Guus van, September, “When Agile meets Microsoft Dynamics CRM, Part 1: The Encounter”, 2013.
Retrieved from https://msdynamicsworld.com/story/when-agile-meets-microsoft-dynamics-crm-part-1-encounter
[13] Abd-Ellatif, M. M., and Nagy R. Darwish, "Proposed Approach to Evaluate Effect Of E-CRM on Customers Satisfaction of E-Commerce Websites", 2010.
[14] Kim, Jonghyeok, Euiho Suh, and Hyunseok Hwang, "A Model for Evaluating the Effectiveness of CRM using the Balanced Scorecard", Journal of Interactive Marketing 17.2, 5-19, 2003.
[15] Buttle, Francis, “Customer Relationship Management”, Routledge, 2004.
[16] Heczková, Miroslava, and Michal Stoklasa, “Customer Relationship Management–Theory and Principles”, 2010. Retrieved from:
https://pdfs.semanticscholar.org/a090/607dfaebe9ca84a17344bf95565597197f02.pdf
[17] Firdaus, Mgs, Apriansyah Putra, and Riki Unika, "Requirements Engineering for Customer Satisfaction Management System of Higher Education Implementing E-CRM And ISO 9001: 2008", 128-134, 2016.
[18] Ulbert, February, “Software Development Processes and Software Quality Assurance”, 2014. Retrieved from:
http://moodle.autolab.uni-pannon.hu/Mecha_tananyag/szoftverfejlesztesi_folyamatok_angol/index.html
[19] Stoica, Marian, Marinela Mircea, and Bogdan Ghilic-Micu, "Software Development: Agile vs. Traditional", Informatica Economica, 17.4, 2013.
[20] West, Christian Joseph, “A comparison of Software Project Architectures: Agile, Waterfall, Spiral, and Set-Based”, Diss. Massachusetts Institute of Technology, 2018.
[21] Sillitti, Alberto, and Giancarlo Succi, "Requirements Engineering for Agile Methods”, Engineering and Managing Software Requirements, Springer, Berlin, Heidelberg, 309-326, 2005.
[22] De Lucia, Andrea, and Abdallah Qusef, "Requirements Engineering in Agile Software Development", Journal of Emerging Technologies in Web Intelligence, 2.3, 212-220, 2010.
[23] Chuck Schaeffer, “Agile versus Waterfall for CRM Implementation Success”.
Retrieved from: http://www.crmsearch.com/agile-versus-waterfall-crm.php
[24] Sarah Meyers, March, “How to Implement CRM in an Organization: Agile or Waterfall?”, 2017.
Retrieved from: https://www.rolustech.com/blog/implement-crm-organization-agile-waterfall
[25] Brooke Campbell, September, “CRM Software Roll out: Agile or Waterfall?”, 2017.
Retrieved from: https://www.marketingtechnews.net/news/2017/sep/28/crm-software-roll-out-agile-or-waterfall/
[26] Louis Columbus, “Gartner CRM Market Share Analysis Shows Salesforce in the Lead, Growing Faster Than Market”, 2016.
