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A Group Decision Support System for Selecting a SocialCRM

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Advances in Signal Processing and Intelligent Recognition Systems

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 264))

Abstract

As more firms adopt SocialCRM as their marketing strategy it becomes important to evaluate various SocialCRMs on the basis of certain factors. Previous SocialCRM studies have been limited to post-deployment performance evaluation using various quantitative techniques. In this paper, we propose a method to evaluate SocialCRMs which can assist an organization in selecting appropriate SocialCRM based on their needs and functionalities that they would like to perform. Firstly we evaluate criteria and finally we evaluate each SocialCRM based on each criterion using the fuzzy extension of the Analytical Hierarchy Process for group decision making.

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Authors and Affiliations

  1. IIM Rohtak, MDU Campus, Haryana, India, Pin 124001

    Arpan Kumar Kar & Gaurav Khatwani

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  1. Arpan Kumar Kar
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  2. Gaurav Khatwani
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Correspondence to Arpan Kumar Kar .

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Editors and Affiliations

  1. Technopark Campus, Indian Institute of Information Technology and Management – Kerala (IIITM-K), Trivandrum, Kerala, India

    Sabu M. Thampi

  2. Center for Computing Research, National Polytechnic Institute, Mexico City, Mexico

    Alexander Gelbukh

  3. Department of Computer Science and Engineering, Indian Institute of Technology, Kharagpur, India

    Jayanta Mukhopadhyay

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Kar, A.K., Khatwani, G. (2014). A Group Decision Support System for Selecting a SocialCRM. In: Thampi, S., Gelbukh, A., Mukhopadhyay, J. (eds) Advances in Signal Processing and Intelligent Recognition Systems. Advances in Intelligent Systems and Computing, vol 264. Springer, Cham. https://doi.org/10.1007/978-3-319-04960-1_9

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  • DOI: https://doi.org/10.1007/978-3-319-04960-1_9

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-04959-5

  • Online ISBN: 978-3-319-04960-1

  • eBook Packages: EngineeringEngineering (R0)

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