کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
434718 1441786 2006 14 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Cost of ownership model for a CRM system
موضوعات مرتبط
مهندسی و علوم پایه مهندسی کامپیوتر نظریه محاسباتی و ریاضیات
پیش نمایش صفحه اول مقاله
Cost of ownership model for a CRM system
چکیده انگلیسی

A procurement decision about a CRM system is heavily influenced by the initial purchase cost rather than the effect of the operating cost and utilization over the lifetime. In this paper, we propose a Cost of Ownership (COO) model for a CRM system which takes into account not only the initial cost, but also the operation cost, and the opportunity cost due to customer mismanagement over a life-cycle. In particular, the opportunity cost due to customer mismanagement, which is related to the performance of the CRM system, is used as a key cost factor to reflect the financial impact of the system. We employ an engineering economy model to compare various systems with different life spans. A numerical example is given for comparison of the COO of alternative systems along with sensitivity analysis for an optimal procurement decision.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Science of Computer Programming - Volume 60, Issue 1, March 2006, Pages 68-81