EAN: 9783836667593

OPEN SOURCE CUSTOMER RELATIONSHIP MANAGEMENT SO...

The book reveals the overall importance of a customer relationship management system especially
for small and medium-sized enterprises. In addition to the topic of CRM  the increasing
importance and possibilities of open source software is revealed.The main research question
consists of the idea if open source customer relationship management systems are able to
fulfill the requirements of a CRM software.In order to be able to answer this question  the
following analysis made use of the literature available on the topics CRM  special requirements
of small and medium-sized enterprises  and the topic of open source software.By revealing what
a CRM have to fulfill in order to be classified as customer relationship management system
according to the findings in the literature  various requirements are identified.In the next
step  the three most popular open source CRM software systems Sugar CRM  vTiger  and OpenCRX
are scrutinized under the criteria if they are able to fulfill the requirements defined in the
previous steps.The conclusion discusses the previous findings and outlines the chances and
limits of open source customer relationship management solutions for small and medium-sized
enterprises.In addition to this  the requirements of a successful implementation of a CRM
system are revealed and the concept of seeing CRM as a corporate strategy is concretized.The
aim of this book is to outline the holistic approach of CRM and to examine the research
question if open source CRM solutions are able to fulfill the requirements previously defined
according to the underlying literature.

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