The selection of CRM systems in financial institutes using the analytic hierarchy

Recently, by changing business circumstances, financial institutes have become interested in customer relationship management (CRM) in order to obtain continuous profit and to keep long term relationships with customers using information technology. CRM in the Korean financial market has more important role for the competitive advantage of financial institutes as the financial service sector has grown into the key industry in korean economy. Thus, selection criteria and evaluation for CRM systems are a necessity when financial institutes introduce the CRM systems . In this paper, we presented the selection of CRM systems by the suggested criteria and relative weights using the analytic hierarchy process (AHP). First of all. selection criteria state, make a model for CRM packages, and survey three groups; researcher group, developer group, and user group. In this paper, weights of selection criteria were confirmed through various experts and a necessity element was suggested for financial institutes with weight of element.