{"id":"https://openalex.org/W3135143279","doi":"https://doi.org/10.1145/3439961.3439980","title":"Quality Characteristics of CRM Systems","display_name":"Quality Characteristics of CRM Systems","publication_year":2020,"publication_date":"2020-12-01","ids":{"openalex":"https://openalex.org/W3135143279","doi":"https://doi.org/10.1145/3439961.3439980","mag":"3135143279"},"language":"en","primary_location":{"id":"doi:10.1145/3439961.3439980","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3439961.3439980","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"19th Brazilian Symposium on Software Quality","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5006962158","display_name":"Jhonatan Bernardes Boarim","orcid":"https://orcid.org/0000-0001-8781-4565"},"institutions":[{"id":"https://openalex.org/I122140584","display_name":"Universidade Federal do Rio de Janeiro","ror":"https://ror.org/03490as77","country_code":"BR","type":"education","lineage":["https://openalex.org/I122140584"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Jhonatan Boarim","raw_affiliation_strings":["PESC/COPPE/UFRJ - Universidade Federal do Rio de Janeiro, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"PESC/COPPE/UFRJ - Universidade Federal do Rio de Janeiro, Brazil","institution_ids":["https://openalex.org/I122140584"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101900237","display_name":"Ana Regina Rocha","orcid":"https://orcid.org/0000-0003-2269-5619"},"institutions":[{"id":"https://openalex.org/I122140584","display_name":"Universidade Federal do Rio de Janeiro","ror":"https://ror.org/03490as77","country_code":"BR","type":"education","lineage":["https://openalex.org/I122140584"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Ana Regina Cavalcanti da Rocha","raw_affiliation_strings":["PESC/COPPE/UFRJ - Universidade Federal do Rio de Janeiro, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"PESC/COPPE/UFRJ - Universidade Federal do Rio de Janeiro, Brazil","institution_ids":["https://openalex.org/I122140584"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I122140584"],"apc_list":null,"apc_paid":null,"fwci":0.4544,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.64390773,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":93,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"13"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9771999716758728,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9771999716758728,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10430","display_name":"Software Engineering Techniques and Practices","score":0.9722999930381775,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.9595999717712402,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/software-quality","display_name":"Software quality","score":0.6744943261146545},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6610062718391418},{"id":"https://openalex.org/keywords/software-quality-control","display_name":"Software quality control","score":0.6307970881462097},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.6182412505149841},{"id":"https://openalex.org/keywords/software","display_name":"Software","score":0.5382129549980164},{"id":"https://openalex.org/keywords/quality-of-analytical-results","display_name":"Quality of analytical results","score":0.5332552790641785},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.49052828550338745},{"id":"https://openalex.org/keywords/software-measurement","display_name":"Software measurement","score":0.4753703474998474},{"id":"https://openalex.org/keywords/software-quality-analyst","display_name":"Software quality analyst","score":0.42835530638694763},{"id":"https://openalex.org/keywords/set","display_name":"Set (abstract data type)","score":0.41270604729652405},{"id":"https://openalex.org/keywords/quality-management-system","display_name":"Quality management system","score":0.392187237739563},{"id":"https://openalex.org/keywords/software-engineering","display_name":"Software engineering","score":0.3864927291870117},{"id":"https://openalex.org/keywords/quality-management","display_name":"Quality management","score":0.37421971559524536},{"id":"https://openalex.org/keywords/software-development","display_name":"Software development","score":0.28314509987831116},{"id":"https://openalex.org/keywords/management-system","display_name":"Management system","score":0.1889273226261139},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1579778790473938},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.07963377237319946}],"concepts":[{"id":"https://openalex.org/C117447612","wikidata":"https://www.wikidata.org/wiki/Q1412670","display_name":"Software quality","level":4,"score":0.6744943261146545},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6610062718391418},{"id":"https://openalex.org/C176035894","wikidata":"https://www.wikidata.org/wiki/Q7554350","display_name":"Software quality control","level":5,"score":0.6307970881462097},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6182412505149841},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.5382129549980164},{"id":"https://openalex.org/C46717995","wikidata":"https://www.wikidata.org/wiki/Q7268785","display_name":"Quality of analytical results","level":5,"score":0.5332552790641785},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.49052828550338745},{"id":"https://openalex.org/C89567784","wikidata":"https://www.wikidata.org/wiki/Q7554325","display_name":"Software measurement","level":5,"score":0.4753703474998474},{"id":"https://openalex.org/C188329197","wikidata":"https://www.wikidata.org/wiki/Q6554613","display_name":"Software quality analyst","level":5,"score":0.42835530638694763},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.41270604729652405},{"id":"https://openalex.org/C201289532","wikidata":"https://www.wikidata.org/wiki/Q608513","display_name":"Quality management system","level":4,"score":0.392187237739563},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.3864927291870117},{"id":"https://openalex.org/C71405471","wikidata":"https://www.wikidata.org/wiki/Q757012","display_name":"Quality management","level":3,"score":0.37421971559524536},{"id":"https://openalex.org/C529173508","wikidata":"https://www.wikidata.org/wiki/Q638608","display_name":"Software development","level":3,"score":0.28314509987831116},{"id":"https://openalex.org/C198783460","wikidata":"https://www.wikidata.org/wiki/Q629173","display_name":"Management system","level":2,"score":0.1889273226261139},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1579778790473938},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.07963377237319946},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3439961.3439980","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3439961.3439980","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"19th Brazilian Symposium on Software Quality","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":22,"referenced_works":["https://openalex.org/W153684471","https://openalex.org/W569546860","https://openalex.org/W754156722","https://openalex.org/W1212332181","https://openalex.org/W1541696305","https://openalex.org/W1729897261","https://openalex.org/W1999798506","https://openalex.org/W2010123231","https://openalex.org/W2016456223","https://openalex.org/W2039089487","https://openalex.org/W2044072828","https://openalex.org/W2064180461","https://openalex.org/W2072477550","https://openalex.org/W2084348747","https://openalex.org/W2109956872","https://openalex.org/W2128134432","https://openalex.org/W2146040464","https://openalex.org/W2147606594","https://openalex.org/W2167271913","https://openalex.org/W2792801068","https://openalex.org/W2994143234","https://openalex.org/W2994370810"],"related_works":["https://openalex.org/W1969980738","https://openalex.org/W2006425068","https://openalex.org/W2095032754","https://openalex.org/W2101279840","https://openalex.org/W2778947788","https://openalex.org/W2103430818","https://openalex.org/W4207079636","https://openalex.org/W25363080","https://openalex.org/W2669300022","https://openalex.org/W2078977527"],"abstract_inverted_index":{"Customer":[0],"Relationship":[1],"Management":[2],"systems":[3,17],"(CRMS)":[4],"support":[5],"companies":[6],"in":[7],"managing":[8],"their":[9,12],"relationship":[10],"with":[11,115],"customers.":[13],"They":[14],"are":[15,32,40],"sophisticated":[16],"composed":[18],"of":[19,72,86,101,119],"various":[20],"functionalities.":[21],"The":[22],"software":[23,36,47,59,64],"quality":[24,37,60,73,84],"models":[25,61,85],"defined":[26],"by":[27],"ISO/IEC":[28,87],"25010":[29],"international":[30,52],"standard":[31,53],"generic":[33],"and":[34,75,98,117],"provide":[35],"characteristics":[38,74,77],"that":[39],"intended":[41],"to":[42,45,57,62,79,105,111],"be":[43],"pertinent":[44],"all":[46],"types.":[48,66],"Nevertheless,":[49],"the":[50,55,83,99],"same":[51],"indicates":[54],"need":[56],"individualize":[58],"specific":[63,78],"product":[65],"This":[67],"paper":[68],"proposes":[69],"a":[70,94,107],"set":[71],"sub":[76],"CRMS":[80],"based":[81],"on":[82],"25010.":[88],"To":[89],"achieve":[90],"this":[91],"goal,":[92],"after":[93],"systematic":[95],"mapping":[96],"review":[97],"identification":[100],"several":[102],"qualities":[103],"related":[104],"CRMS,":[106],"survey":[108],"was":[109],"conducted":[110],"confirm":[112],"its":[113],"pertinence":[114],"professionals":[116],"users":[118],"CRMS.":[120]},"counts_by_year":[{"year":2021,"cited_by_count":2}],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}