COMPARISON OF OPEN SOURCE CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE FOR SMALL AND MEDIUM ENTERPRISES
Erdem Dogukan Yilmaz · 2011
Organizations have to manage their customer relationship by a more measurable and observable way if they want to face the changing nature of customers. Thus, CRM has become a compulsory for companies to prosper. Yet, in order to satisfy customers, to keep them loyal and retrieve information about them, the use of dedicated software has become a necessity. SMEs are the most important organizations in every economy. In spite of the fact that CRM is an obligation for them as well, to develop and implement a CRM in such organizations is difficult as they lack budget. Therein, open source software is a potential solution. However, one can deem this type of software as solutions for specialists. Therefore, SMEs have a strong need of guidance as they often lack expertise regarding open source software. In this study, a new method to evaluate software is proposed. Yet, it is applied to evaluate the top 10 open source CRM software which constitutes a useful tool for SMEs to select the best solution which match their needs.