A Conceptual Model of Factors Influencing Customer Relationship Management in Global Software Development: A Client Perspective
Source abstract
Abstract
The software development industry or organizations increasingly emerging day by day have adopted global software development (GSD) practices due to the large significance of outsourcing. These industries face many challenges due to a lack of understanding customer perspective in the GSD environment. For any organization, the customer is the major stakeholder, and customer relationship management (CRM) plays a vital role in customer satisfaction with software development projects. These challenges create serious risks for any software development project’s success. Thus, CRM is a crucial challenge in the success of software projects in the GSD environment. This research study aims to address the factors that negatively influence CRM implementation in the global context and proposes a conceptual model based on the identified factors for enhancing software product quality. The systematic literature review (SLR) phase investigates the potential barriers to CRM implementation in GSD. Based on identified barriers, an initial conceptual model is developed. The proposed conceptual model is validated using a questionnaire survey of the GSD industry and CRM practitioners of Pakistan. Statistical analysis and several suitable tests are also performed to develop the final conceptual model for CRM implementation in the GSD environment. This research is performed from the client’s perspective. The results are promising and accommodating to avoid any software project failure due to customer-related issues in a GSD environment.
Source: crossref · Quality: baseline
Research context
OpenAlex topics: Software Engineering Techniques and Practices · Outsourcing and Supply Chain Management · Software Engineering Research
SciVX discovery tags are terminology-based. OpenAlex topics are source-provided classifications.
Affiliations
Department of Computer Science, COMSATS University Islamabad, Islamabad 44000, Pakistan
Department of Computer Engineering, Jeju National University, Jeju 63243, Korea
Department of Biomedical Engineering, Gachon University, Incheon 21936, Korea
Funding
National Research Foundation of Korea
References (89)
Show source-provided references
1. Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research10.1016/j.chb.2016.03.008 ↗
2. Mahmood, S., Niazi, M., and Hussain, A. (2015, January 28–30). Identifying the challenges for managing component-based development in global software development: Preliminary results. Proceedings of the 2015 Science and Information Conference (SAI), London, UK.10.1109/SAI.2015.7237254 ↗
3. Customer relationship management systems and organizational performance: Quantitative evidence from the Jordanian telecommunication industry10.1080/13527266.2018.1449007 ↗
4. An empirical study to investigate the impact of communication issues in GSD in Pakistan’s IT industry10.1109/ACCESS.2019.2953008 ↗
5. The impact of the customer relationship management on the organization performance10.1016/j.hitech.2018.10.001 ↗
6. Technical, Organizational and Cross-cultural issues associated with the deployment of Customer Relationship Management (CRM) in Transnational and Global Multicultural Organizations10.2478/joim-2014-0029 ↗
7. Customer knowledge transfer challenges in a co-creation value network: Toward a reference model10.1016/j.ijinfomgt.2018.12.019 ↗
8. Systematic literature review and empirical investigation of motivators for requirements change management process in global software development10.1002/smr.2242 ↗
9. Yue, Y., Ahmed, I., Wang, Y., and Redmiles, D. (2019, January 25–26). Collaboration in global software development: An investigation on research trends and evolution. Proceedings of the 2019 ACM/IEEE 14th International Conference on Global Software Engineering (ICGSE), Montreal, QC, Canada.10.1109/ICGSE.2019.00028 ↗
10. Bider, I., Otto, H., and Willysson, S. (2018). Using a socio-technical model of a global software development project for facilitating risk management and improving the project structure. Complex Syst. Inform. Model. Q., 1–23.10.7250/csimq.2018-15.01 ↗
11. Systematic literature review on agile practices in global software development10.1016/j.infsof.2017.12.004 ↗
12. Waqar, M., Zaman, M.A., Muzammal, M., and Kim, J. (2022). Test Suite Prioritization Based on Optimization Approach Using Reinforcement Learning. Appl. Sci., 12.10.3390/app12136772 ↗
13. Challenges and success factors for large-scale agile transformations: A systematic literature review10.1016/j.jss.2016.06.013 ↗
14. Effective communication as critical success factor during requirement elicitation in global software development
15. The impact of global dispersion on coordination, team performance and software quality–A systematic literature review10.1016/j.infsof.2014.06.002 ↗
16. Binder, J. (2016). Global Project Management: Communication, Collaboration and Management across Borders, Routledge.
17. Lautert, T., Neto, A.G.S.S., and Kozievitch, N.P. (2019). A survey on agile practices and challenges of a global software development team. Brazilian Workshop on Agile Methods, Springer.10.1007/978-3-030-36701-5_11 ↗
18. The Effect of Customer Relationship Management on Consumer Behavior: A Case of Retail Industry in Malaysia
19. Fuzzy AHP based prioritization and taxonomy of software process improvement success factors in global software development10.1016/j.asoc.2019.105648 ↗
20. Research model for measuring the impact of customer relationship management (CRM) on performance indicators10.1080/1331677X.2020.1836992 ↗
21. Taxonomy of factors causing integration failure during global software development10.1109/ACCESS.2017.2782843 ↗
22. Global software engineering: Identifying challenges is important and providing solutions is even better10.1016/j.infsof.2013.10.002 ↗
23. The impact of customer relationship management dimensions on service quality
24. Communication management guidelines for software organizations in Pakistan with clients from Afghanistan10.1088/1757-899X/160/1/012100 ↗
25. A systematic literature review on empirical analysis of the relationship between code smells and software quality attributes10.1007/s11831-019-09348-6 ↗
26. Habib, Z. (2009). The Critical Success Factors in Implementation of Software Process Improvement Efforts: CSFs, Motivators & Obstacles. [Master’s Thesis, Applied Information Technology, IT University of Göteborg].
27. Leadership styles of effective project managers: Techniques and traits to lead high performance teams
28. Issues in global software development: A critical review10.4236/jsea.2011.410069 ↗
29. Offshore outsourcing of customer relationship management: Conceptual model and propositions10.1007/s11747-011-0291-0 ↗
30. Challenges of project management in global software development: A client-vendor analysis10.1016/j.infsof.2016.08.002 ↗
31. Kasemsap, K. (2015). The role of customer relationship management in the global business environments. Trends and Innovations in Marketing Information Systems, IGI Global.10.4018/978-1-4666-8459-1.ch007 ↗
32. Alkitbi, S.S., Alshurideh, M., Al Kurdi, B., and Salloum, S.A. (2020, January 19–21). Factors affect customer retention: A systematic review. Proceedings of the International Conference on Advanced Intelligent Systems and Informatics, Cairo, Egypt.10.1007/978-3-030-58669-0_59 ↗
33. Factors Affecting Global Virtual Teams’performance in Software Projects
34. A state-transition approach to application service provider client-vendor relationship development10.1145/1080390.1080393 ↗
35. Swot analysis of software quality metrics for global software development: A systematic literature review protocol10.9790/0661-0210107 ↗
36. da Silva, F.Q., Costa, C., Franca, A.C.C., and Prikladinicki, R. (2010, January 23–26). Challenges and solutions in distributed software development project management: A systematic literature review. Proceedings of the 2010 5th IEEE International Conference on Global Software Engineering, Princeton, NJ, USA.10.1109/ICGSE.2010.18 ↗
37. Quality assurance assessment in global software development
38. Study flow diagrams in Cochrane systematic review updates: An adapted PRISMA flow diagram10.1186/2046-4053-3-54 ↗
39. Chen, L., Babar, M.A., and Zhang, H. (2020, January 15–17). Towards an evidence-based understanding of electronic data sources. Proceedings of the 14th International Conference on Evaluation and Assessment in Software Engineering (EASE), Trondheim, Norway.
40. Improving customer knowledge transfer in industrial firms: How does previous work experience influence the effect of reward systems?10.1108/JBIM-03-2014-0048 ↗
41. Learning climate and customer-oriented behaviors: The mediation of customer knowledge10.1108/JMP-09-2013-0310 ↗
42. Ambidexterity in Agile Distributed Development: An Empirical Investigation10.1287/isre.1110.0351 ↗
43. Usman, M., Azam, F., and Hashmi, N. (2014, January 6–9). Analysing and reducing risk factor in 3-c’s model communication phase used in global software development. Proceedings of the 2014 International Conference on Information Science & Applications (ICISA), Seoul, Korea.10.1109/ICISA.2014.6847362 ↗
44. Umair, M., Shah, M.A., and Sarwar, M.H. (2019, January 5–7). Barriers of requirement change management process in the context of global software development. Proceedings of the 2019 25th International Conference on Automation and Computing (ICAC), Lancaster, UK.10.23919/IConAC.2019.8894922 ↗
45. An evaluation framework for communication and coordination processes in offshore software development outsourcing relationship: Using fuzzy methods10.1109/ACCESS.2019.2924404 ↗
46. Shameem, M., Kumar, C., and Chandra, B. (2015, January 15–17). Communication related issues in GSD: An exploratory study. Proceedings of the 2015 9th International Conference on Software, Knowledge, Information Management and Applications (SKIMA), Kathmandu, Nepal.10.1109/SKIMA.2015.7400043 ↗
47. Response interpolation and scale sensitivity: Evidence against 5-point scales
48. Sharma, S., Kaur, P., and Kaur, U. (2015, January 25–27). Communication understandability enhancement in GSD. Proceedings of the 2015 International Conference on Futuristic Trends on Computational Analysis and Knowledge Management (ABLAZE), Noida, India.10.1109/ABLAZE.2015.7154962 ↗
49. Niazi, M., El-Attar, M., Usman, M., and Ikram, N. (2012, January 14–15). GlobReq: A framework for improving requirements engineering in global software development projects: Preliminary results. Proceedings of the 16th International Conference on Evaluation & Assessment in Software Engineering (EASE 2012), Ciudad Real, Spain.10.1049/ic.2012.0021 ↗
50. On the risks and safeguards for requirements engineering in global software development: Systematic literature review and quantitative assessment10.1109/ACCESS.2018.2874096 ↗
51. Classification framework of knowledge transfer issues across value networks10.1016/j.procir.2016.03.221 ↗
52. van der Zandt, H. (2016). Discovering ICT Solutions for Knowledge Transfer Issues in Co-Creation Value Networks, Eindhoven University of Technology.
53. Hair, J.F. (2011). Multivariate data analysis: An overview. Int. Encycl. Stat. Sci., 904–907.10.1007/978-3-642-04898-2_395 ↗
54. Kumari, S.N., and Pillai, A.S. (2013, January 23–25). A survey on global requirements elicitation issues and proposed research framework. Proceedings of the 2013 IEEE 4th International Conference on Software Engineering and Service Science, Beijing, China.
55. A systematic review of knowledge sharing challenges and practices in global software development10.1016/j.ijinfomgt.2016.06.007 ↗
56. Root causes for the failure of communication in gsd
57. Azab, A., Mostafa, N., and Park, J. (July, January 27). OnTimeCargo: A smart transportation system development in logistics management by a design thinking approach. Proceedings of the 20th Pacific Asia Conference on Information Systems, Chiayi, Taiwan.
58. A reference model-based user requirements elicitation process: Toward operational business-IT alignment in a co-creation value network10.1016/j.infsof.2019.03.012 ↗
59. Distributed cat modeling based agile framework for software development10.1007/s12046-019-1150-9 ↗
60. An empirical study investigation of task allocation process barriers in the context of offshore software development outsourcing: An organization size based analysis10.12785/ijcds/080403 ↗
61. A systematic literature review on global software development life cycle10.1145/2788630.2788641 ↗
62. A proposed framework for communication risks during RCM in GSD10.1016/j.sbspro.2014.03.706 ↗
63. Overcoming the Challenges of Communication and Intercultural Problems in Managing Distributed Software Projects
64. A method of software requirements specification and validation for global software development10.1007/s00766-015-0240-4 ↗
65. Khan, A.A., Basri, S., and Dominic, P. (2014, January 3–5). Communication risks in GSD during RCM: Results from SLR. Proceedings of the 2014 International Conference on Computer and Information Sciences (ICCOINS), Kuala Lumpur, Malaysia.10.1109/ICCOINS.2014.6868448 ↗
66. Chadli, S.Y., Idri, A., Fernández-Alemán, J.L., Ros, J.N., and Toval, A. (December, January 29). Identifying risks of software project management in Global Software Development: An integrative framework. Proceedings of the 2016 IEEE/ACS 13th International Conference of Computer Systems and Applications (AICCSA), Agadir, Morocco.10.1109/AICCSA.2016.7945664 ↗
67. Vaezitehrani, S. (2013). Customer Knowledge Management in Global Software Projects. [Master’s Thesis, Department of Civil and Environmental Engineering].
68. Ambe, A.M.H., Brereton, M.F., and Rittenbruch, M. (March, January 27). Vendors’ perspectives of coordination in the information technology offshore outsourcing industry: An exploratory study from the Philippines. Proceedings of the 19th ACM Conference on Computer-Supported Cooperative Work & Social Computing, San Francisco, CA, USA.
69. Knowledge meaning and management in requirements engineering10.1016/j.ijinfomgt.2017.01.005 ↗
70. Factors affecting customer satisfaction
71. Impact of CRM factors on customer satisfaction and loyalty10.5539/ass.v9n10p247 ↗
72. Elfarmawi, W. (2018). Correlation between Customer Relationship Management System Usage, Product Innovation, and Customer Satisfaction. [Ph.D. Thesis, University of Phoenix].10.2478/fman-2019-0002 ↗
73. Evaluating GSD-aware: A serious game for discovering global software development challenges
74. Waste identification as the means for improving communication in globally distributed agile software development10.1016/j.jss.2014.03.080 ↗
75. Empirical Exploration of Communication and Coordination Practices in Offshore Software Development Outsourcing: Communication and Coordination Practices in Offshore Software Development Outsourcing
76. Diel, E., Marczak, S., and Cruzes, D.S. (2016, January 2–5). Communication challenges and strategies in distributed DevOps. Proceedings of the 2016 IEEE 11th International Conference on Global Software Engineering (ICGSE), Orange County, CA, USA.10.1109/ICGSE.2016.28 ↗
77. Distributed Software Development Process, Initiatives and Key Factors: A Systematic Literature
78. Christiansen, H.M. (2007, January 5–6). Meeting the challenge of communication in offshore software development. Proceedings of the International Conference on Software Engineering Approaches for Offshore and Outsourced Development, Zurich, Switzerland.
79. Systematic literature review and empirical investigation of barriers to process improvement in global software development: Client–vendor perspective10.1016/j.infsof.2017.03.006 ↗
80. Prikladnicki, R., Audy, J.L.N., and Evaristo, J.R. (2003, January 22–26). Distributed Software Development: Toward an Understanding of the Relationship Between Project Team, Users and Customers. Proceedings of the ICEIS, Angers, France.
81. Cross-cultural variations in consumer behavior: A literature review of international studies10.2478/jeb-2018-0012 ↗
82. Black, W., and Babin, B.J. (2019). Multivariate data analysis: Its approach, evolution, and impact. The Great Facilitator, Springer.10.1007/978-3-030-06031-2_16 ↗
83. PLS-based SEM algorithms: The good neighbor assumption, collinearity, and nonlinearity
84. A model for defining project lifecycle phases: Implementation of CMMI level 2 specific practice
85. Hypothesis testing with confidence intervals and P values in PLS-SEM
86. Measuring mixing patterns in complex networks by Spearman rank correlation coefficient10.1016/j.physa.2016.01.056 ↗
87. Test for significance of Pearson’s correlation coefficient
88. Kock, N. (2021). WarpPLS User Manual: Version 6.0, ScriptWarp Systems.
89. Introduction of a pilot study10.4097/kjae.2017.70.6.601 ↗