Skip to main content
SpringerLink
Log in

Applying EFFORT for Evaluating CRM Open Source Systems

  • Conference paper
Product-Focused Software Process Improvement (PROFES 2011)

Part of the book series: Lecture Notes in Computer Science ((LNPSE,volume 6759))

Abstract

Free Open Source Software (FlOSS) for Customer relationship management (CRM) represents a great opportunity for small and medium enterprises as they can significantly impact their competitiveness. These software solutions can be adopted with success, whatever the size, and offer customized solutions for clients, even with few people working of it. This paper presents an analysis of the quality of CRM FlOSS systems using a predefined quality model. The analysis focuses on the main relevant aspect of both open source domain and application domain proposing a trade off assessment among these.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Aversano, L., Pennino, I., Tortorella, M.: Evaluating the Quality of FREE/OPEN Source Project. In: ENASE (Evaluation of Novel Approaches to Software Engineering) Conferences, INSTICC (2010)

    Google Scholar 

  2. Hyoseob, K., Boldyreff, C.: Open Source ERP for SMEs. In: ICMR 2005. Cranfield University (2005)

    Google Scholar 

  3. Wheeler, D. A.: How to evaluate open source software/free software (OSS/FS) programs (2009), http://www.dwheeler.com/oss_fs_eval.html#support

  4. Hakala, D.: The Top 10 Open-Source CRM Solutions. Focus Expert Network (2009), http://www.focus.com/briefs/crm/top-10-open-source-crm-solutions/

  5. Aversano, L., Tortorella, M.: Evaluating the quality of free/Open source systems: A case study. In: Filipe, J., Cordeiro, J. (eds.) ICEIS 2010. Lecture Notes in Business Information Processing, vol. 73, pp. 119–134. Springer, Heidelberg (2011)

    Chapter  Google Scholar 

  6. Basili, V.R., Caldiera, G., Rombach, H.D.: The goal question metric approach. Encyclopedia of Software Engineering. Wiley Publishers, Chichester (1994)

    Google Scholar 

  7. Kan, S.H., Basili, V.R., Shapiro, L.N.: Software quality: an overview from the perspective of total quality management. IBM Systems Journal (1994)

    Google Scholar 

  8. International Organization for Standardization, 2001-2004. ISO standard 9126: Software Engineering – Product Quality, part 1-4. ISO/IEC

    Google Scholar 

  9. International Organization for Standardization, ISO standard ISO/IEC 25000:2005, Software Engineering – Software product Quality Requirements and Evaluation, SQuaRE (2005)

    Google Scholar 

  10. Golden, B.: Making Open Source Ready for the Enterprise: The Open Source Maturity Model. In: Succeeding with Open Source, Addison-Wesley Publishing Company, Reading (2005)

    Google Scholar 

  11. Kamseu, F., Habra, N.: Adoption of open source software: Is it the matter of quality? PReCISE PReCISE, Computer Science Faculty, University of Namur, rue Grandgagnage, Belgium (2009)

    Google Scholar 

  12. OpenBRR. Business Readiness for Open Source. Intel (2005)

    Google Scholar 

  13. QSOS. Method for Qualification and Selection of Open Source software. Atos Origin (2006)

    Google Scholar 

  14. Samoladas, I., Gousios, G., Spinellis, D., Stamelos, I.: The SQO-OSS quality model: measurement based open source software evaluation. In: IFIP 20th World Computer Congress, Working Group 2.3 on Open Source Software, OSS 2008, Springer, Heidelberg (2008)

    Google Scholar 

  15. Spinellis, D., Gousios, G., Karakoidas, V., Louridas, P., Adams, P.J., Samoladas, I., Stamelos, I.: Evaluating the Quality of Open Source Software. Electr. Notes Theor. Comput. Sci., vol. 233, pp. 5–28. Springer, Heidelberg (2009)

    Google Scholar 

  16. Sung, W.J., Kim, J.H., Rhew, S.Y.: A quality model for open source selection. In: Sixth International Conference on Advanced Language Processing and Web Information Technology, China, pp. 515–519. IEEE Press, Los Alamitos (2007)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Departement of Engineering, University of Sannio, Via Traiano, 82100, Benevento, Italy

    Lerina Aversano & Maria Tortorella

Authors
  1. Lerina Aversano
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Maria Tortorella
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. Department of Informatics, University of Bari, Via E. Orabona 4, 70126, Bari, Italy

    Danilo Caivano , Maria Teresa Baldassarre  & Giuseppe Visaggio ,  & 

  2. Department of Information Processing Science, University of Oulu, P.O. Box 3000, 90014, Oulu, Finland

    Markku Oivo

Rights and permissions

Reprints and permissions

Copyright information

© 2011 Springer-Verlag Berlin Heidelberg

About this paper

Cite this paper

Aversano, L., Tortorella, M. (2011). Applying EFFORT for Evaluating CRM Open Source Systems. In: Caivano, D., Oivo, M., Baldassarre, M.T., Visaggio, G. (eds) Product-Focused Software Process Improvement. PROFES 2011. Lecture Notes in Computer Science, vol 6759. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-21843-9_17

Download citation

  • DOI: https://doi.org/10.1007/978-3-642-21843-9_17

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-21842-2

  • Online ISBN: 978-3-642-21843-9

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation