A Systematic Literature Review for Multiple-Criteria Decision-Making Approaches in E-CRM Software

Abstract

There is a lack of a comprehensive real understanding of the conflicting judgment and decisionmaking
theories to evaluate E-CRM. Despite several previous evaluations on the theoretical
developments of the decision support system sector, evaluation E-CRM of determination and
decision-making technologies is still a slow evaluation. The reason behind Systematic review
is because 70% of E-CRM with MCDM failed to address gap such as examined the inclusive
relationships between CSFs and the key enhancement. So the current study objective is pay
attention on multiple criteria decision-making (MCDM) algorithms to highlighted E-CRM
gaps through systematic review to shown it for future studies in this domain. The systematic
literature review (SLR) method has been used in the current study to identify MCDM
techniques with E-CRM by analyzing 140 articles taken from different database collections of
research papers. According to the findings of this survey, many articles on MCDM were
published in 2017 than in any prior year. The soft set and AHP's most commonly used
approaches were combined techniques because AHP method was applied to identify the
priority of each criterion for assessing sustainable and to management accessibility and lack of
difficulty. In addition, significant criteria in evaluating E-CRM were found. This study supports
researchers and practitioners in effectively adopting MCDM techniques regarding E-CRM
evaluation and provides an insight into its state-of-the-art. Furthermore, In the domain of ECRM
assessment, the study outcomes are beneficial to academic studies, scholars, and
organizations.