{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,6,18]],"date-time":"2025-06-18T04:23:55Z","timestamp":1750220635736,"version":"3.41.0"},"publisher-location":"New York, NY, USA","reference-count":29,"publisher":"ACM","license":[{"start":{"date-parts":[[2020,12,1]],"date-time":"2020-12-01T00:00:00Z","timestamp":1606780800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":[],"published-print":{"date-parts":[[2020,12]]},"DOI":"10.1145\/3439961.3439980","type":"proceedings-article","created":{"date-parts":[[2021,3,7]],"date-time":"2021-03-07T02:03:18Z","timestamp":1615082598000},"page":"1-13","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":1,"title":["Quality Characteristics of CRM Systems"],"prefix":"10.1145","author":[{"given":"Jhonatan","family":"Boarim","sequence":"first","affiliation":[{"name":"PESC\/COPPE\/UFRJ - Universidade Federal do Rio de Janeiro, Brazil"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Ana Regina","family":"Cavalcanti da Rocha","sequence":"additional","affiliation":[{"name":"PESC\/COPPE\/UFRJ - Universidade Federal do Rio de Janeiro, Brazil"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"320","published-online":{"date-parts":[[2021,3,6]]},"reference":[{"key":"e_1_3_2_1_1_1","doi-asserted-by":"publisher","DOI":"10.1145\/3364641.3364655"},{"key":"e_1_3_2_1_2_1","unstructured":"International Organization for Standardization. 2011. \u201cISO\/IEC Standard 25010: Systems and Software Engineering \u2013 Systems and Software Quality Requirements and Evaluation (SQuaRE)\u2013System and software quality models\u201d.  International Organization for Standardization. 2011. \u201cISO\/IEC Standard 25010: Systems and Software Engineering \u2013 Systems and Software Quality Requirements and Evaluation (SQuaRE)\u2013System and software quality models\u201d."},{"volume-title":"Ana Regina Cavalcanti da","year":"2016","author":"Rocha","key":"e_1_3_2_1_3_1"},{"key":"e_1_3_2_1_4_1","unstructured":"Asociaci\u00f3n Espa\u00f1ola de Normalizaci\u00f3n y Certificaci\u00f3n AENOR. 2018. ISO\/IEC 25000 \u2013 Calidad del produto software. Dispon\u00edvel em https:\/\/www.aenor.com\/Certificacion_Documentos\/Folletos\/calidad_producto_ software_ISO25000.pdf. Acessado em 12\/08\/2020.  Asociaci\u00f3n Espa\u00f1ola de Normalizaci\u00f3n y Certificaci\u00f3n AENOR. 2018. ISO\/IEC 25000 \u2013 Calidad del produto software. Dispon\u00edvel em https:\/\/www.aenor.com\/Certificacion_Documentos\/Folletos\/calidad_producto_ software_ISO25000.pdf. Acessado em 12\/08\/2020."},{"volume-title":"Software modeling and measurement: The Goal\/Question\/Metric paradigm. Department of Computer Science","author":"Basili Victor R","key":"e_1_3_2_1_5_1"},{"key":"e_1_3_2_1_6_1","unstructured":"Lin\u00e5ker Johan 2015. \"Guidelines for conducting surveys in software engineering.\"  Lin\u00e5ker Johan 2015. \"Guidelines for conducting surveys in software engineering.\""},{"key":"e_1_3_2_1_7_1","unstructured":"Endres Albert and H. Dieter Rombach. 2003. A handbook of software and systems engineering: Empirical observations laws and theories. Pearson Education.  Endres Albert and H. Dieter Rombach. 2003. A handbook of software and systems engineering: Empirical observations laws and theories. Pearson Education."},{"key":"e_1_3_2_1_8_1","doi-asserted-by":"publisher","DOI":"10.1145\/571681.571686"},{"volume-title":"Anu\u00e1rio do trabalho na micro e pequena empresa","year":"2013","author":"Pequenas Empresas SEBRAE","key":"e_1_3_2_1_9_1"},{"key":"e_1_3_2_1_10_1","unstructured":"Gartner. \"Magic Quadrant for the CRM customer engagement center. 2019. Acessado em 4\/10\/2019 Gartner. \"Magic Quadrant for the CRM customer engagement center. https:\/\/b2bsalescafe.files.wordpress.com\/2019\/09\/gartner-magic-quadrant-for-the-crm-customer-engagement-center-june-2019.pdf.  Gartner. \"Magic Quadrant for the CRM customer engagement center. 2019. Acessado em 4\/10\/2019 Gartner. \"Magic Quadrant for the CRM customer engagement center. https:\/\/b2bsalescafe.files.wordpress.com\/2019\/09\/gartner-magic-quadrant-for-the-crm-customer-engagement-center-june-2019.pdf."},{"key":"e_1_3_2_1_11_1","doi-asserted-by":"crossref","unstructured":"Ngai Eric WT. \"Customer relationship management research (1992\u20102002). 2005. Marketing intelligence & planning.  Ngai Eric WT. \"Customer relationship management research (1992\u20102002). 2005. Marketing intelligence & planning.","DOI":"10.1108\/02634500510624147"},{"key":"e_1_3_2_1_12_1","doi-asserted-by":"publisher","DOI":"10.1080\/13527266.2018.1449007"},{"key":"e_1_3_2_1_13_1","doi-asserted-by":"crossref","unstructured":"Bose U. Hashemi S. & Rebhun H. 2006. Information quality in Customer Relationship Management systems. 23. Dallas.  Bose U. Hashemi S. & Rebhun H. 2006. Information quality in Customer Relationship Management systems. 23. Dallas.","DOI":"10.1108\/10650740610639714"},{"issue":"1","key":"e_1_3_2_1_14_1","first-page":"75","article-title":"The impact of crm system use on companies\u2019 customer understanding: the case of the russian ophthalmology market","volume":"27","author":"Klimanov D.","year":"2015","journal-title":"Market-Tr\u017ei\u0161te"},{"key":"e_1_3_2_1_15_1","doi-asserted-by":"publisher","DOI":"10.4258\/hir.2013.19.2.110"},{"volume-title":"Breitner","year":"2010","author":"Friedrich Ina","key":"e_1_3_2_1_16_1"},{"key":"e_1_3_2_1_17_1","doi-asserted-by":"crossref","unstructured":"Uturyt\u0117-Vrubliauskien\u0117 Laura and Mantas Linkevi\u010dius. 2013. \"Application of customer relationship management systems in Lithuanian mobile telecommunications companies\/Ry\u0161i\u0173 su klientais valdymo sistemos taikymo privalumai ir tr\u016bkumai Lietuvos vie\u0161ojo judriojo telefono ry\u0161io organizacijose.\" Mokslas\u2013Lietuvos ateitis\/Science\u2013Future of Lithuania 5.1. 29-37.  Uturyt\u0117-Vrubliauskien\u0117 Laura and Mantas Linkevi\u010dius. 2013. \"Application of customer relationship management systems in Lithuanian mobile telecommunications companies\/Ry\u0161i\u0173 su klientais valdymo sistemos taikymo privalumai ir tr\u016bkumai Lietuvos vie\u0161ojo judriojo telefono ry\u0161io organizacijose.\" Mokslas\u2013Lietuvos ateitis\/Science\u2013Future of Lithuania 5.1. 29-37.","DOI":"10.3846\/mla.2013.05"},{"issue":"2","key":"e_1_3_2_1_18_1","first-page":"25","article-title":"The success factors of CRM systems: An explanatory analysis","volume":"10","author":"Khlif Houda","year":"2014","journal-title":"Journal of Global Business & Technology"},{"key":"e_1_3_2_1_19_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.indmarman.2008.04.008"},{"key":"e_1_3_2_1_20_1","doi-asserted-by":"crossref","unstructured":"Nasir Mohd HNM Mustaffa Kamal and Wan AW Rozali. 2008. \"Human computer interaction approach in developing customer relationship management.\" Journal of Computer Science 4.7. 557.  Nasir Mohd HNM Mustaffa Kamal and Wan AW Rozali. 2008. \"Human computer interaction approach in developing customer relationship management.\" Journal of Computer Science 4.7. 557.","DOI":"10.3844\/jcssp.2008.557.564"},{"key":"e_1_3_2_1_21_1","doi-asserted-by":"publisher","DOI":"10.1080\/03003930.2012.755464"},{"key":"e_1_3_2_1_22_1","doi-asserted-by":"publisher","DOI":"10.1080\/10580530.2013.854020"},{"key":"e_1_3_2_1_23_1","doi-asserted-by":"publisher","DOI":"10.1057\/palgrave.dbm.3240232"},{"key":"e_1_3_2_1_24_1","doi-asserted-by":"publisher","DOI":"10.1109\/ICISE.2009.173"},{"key":"e_1_3_2_1_25_1","first-page":"195","volume-title":"Deploying a CRM system in practice\u2014Understanding the user experience. Journal of Database Marketing & Customer Strategy Management, v. 14, n. 3","author":"Merlin","year":"2007"},{"key":"e_1_3_2_1_26_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.intmar.2012.05.001"},{"key":"e_1_3_2_1_27_1","doi-asserted-by":"publisher","DOI":"10.1007\/s00766-003-0184-y"},{"key":"e_1_3_2_1_28_1","unstructured":"Akoka J. 2007. \"A framework for quality evaluation in data integration systems.\" 9th International Conference on Entreprise Information Systems (ICEIS).  Akoka J. 2007. \"A framework for quality evaluation in data integration systems.\" 9th International Conference on Entreprise Information Systems (ICEIS)."},{"key":"e_1_3_2_1_29_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.infsof.2015.03.007"}],"event":{"name":"SBQS'20: 19th Brazilian Symposium on Software Quality","acronym":"SBQS'20","location":"S\u00e3o Lu\u00eds Brazil"},"container-title":["19th Brazilian Symposium on Software Quality"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3439961.3439980","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3439961.3439980","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,17]],"date-time":"2025-06-17T22:01:53Z","timestamp":1750197713000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3439961.3439980"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,12]]},"references-count":29,"alternative-id":["10.1145\/3439961.3439980","10.1145\/3439961"],"URL":"https:\/\/doi.org\/10.1145\/3439961.3439980","relation":{},"subject":[],"published":{"date-parts":[[2020,12]]},"assertion":[{"value":"2021-03-06","order":2,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}