Question

A company is considering three vendors for purchasing a CRM system, Delphi Inc., CRM International, and Murray Analytics. The costs of the system are expected to depend on the length of time required to implement the system, which depends on such factors as the amount of customization required, integration with legacy systems, resistance to change, and so on. Each vendor has different expertise in handling these things, which affect the cost. The costs (in millions of $) are shown below for short, medium, and long implementation durations. Conduct a decision analysis using the techniques in Supplementary Chapter SC E to evaluate the choice of a vendor. Clearly explain your recommendation.


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  • CreatedSeptember 17, 2015
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