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Analyzing Technical Debt of a CRM Application by Categorizing Ambiguous Issue Statements

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Advances in Software Engineering, Education, and e-Learning

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Abstract

Poor decisions and suboptimal actions taken in software development result in technical debt. In service business, technical debt may become more evident and destructive. Customer relationship management (CRM) platform is one example of such businesses where several customizations are performed to adapt the software to customers’ processes and needs. The purpose of this study is to investigate technical debt in customizations made in different Salesforce CRM organizations based on ambiguous issue statements. We categorized 300 anonymous confessions of Salesforce consultants, administrators, and developers by using three different technical debt categorization approaches. This study would improve awareness among CRM teams for potential technical debts and may serve as a starting point to determine appropriate strategies to deal with technical debt.

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Notes

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    Salesforce.com

  2. 2.

    OrgConfessions

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Author information

Authors and Affiliations

  1. Graduate School of Informatics, Middle East Technical University, Ankara, Turkey

    Yasemin Doğancı, Özden Özcan-Top & Altan Koçyiğit

Authors
  1. Yasemin Doğancı
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  2. Özden Özcan-Top
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  3. Altan Koçyiğit
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Corresponding author

Correspondence to Yasemin Doğancı .

Editor information

Editors and Affiliations

  1. Department of Computer Science, University of Georgia, Athens, GA, USA

    Hamid R. Arabnia

  2. School of Computing and Data Sciences, Wentworth Institute of Technology, Boston, MA, USA

    Leonidas Deligiannidis

  3. Facultad de Informática - CIC PBA, National University of La Plata, La Plata, Argentina

    Fernando G. Tinetti

  4. Department of Computer Science, Southeastern Louisiana University, Hammond, LA, USA

    Quoc-Nam Tran

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Doğancı, Y., Özcan-Top, Ö., Koçyiğit, A. (2021). Analyzing Technical Debt of a CRM Application by Categorizing Ambiguous Issue Statements. In: Arabnia, H.R., Deligiannidis, L., Tinetti, F.G., Tran, QN. (eds) Advances in Software Engineering, Education, and e-Learning. Transactions on Computational Science and Computational Intelligence. Springer, Cham. https://doi.org/10.1007/978-3-030-70873-3_49

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  • DOI: https://doi.org/10.1007/978-3-030-70873-3_49

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-70872-6

  • Online ISBN: 978-3-030-70873-3

  • eBook Packages: EngineeringEngineering (R0)

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