從關係行銷到e-CRM，顧客關係管理不斷的發展，CRM的市場規模及技術也持續的成長，企業透過CRM的導入可以提升來自顧客所產生的價值進而產生效益，然而許多研究顯示，CRM的導入並未帶來預期的效果，理由之一是缺乏謹慎的考慮及選擇CRM系統種類。
系統的導入從初始建置的軟、硬體成本到導入後的教育訓練費用、安裝維護、系統整合等都需要龐大的資金來支援，正確的系統選擇決策，使企業導入適合的系統，進而帶來效益；錯誤的軟體選擇則會導致組織成本以及時間上的浪費，因此在導入前衡量及選擇適合組織本身的系統比實際導入還來的重要，而系統功能強不強大並非唯一考量的重點，最重要的是在市場上眾多的系統、產品中，找出符合企業的需求、達成目標，為企業帶來極大化效益貢獻。
本研究透過顧以及軟體選擇之相關文獻，整理、歸納出CRM系統選擇應考量到的4個準則及14個屬性，為多屬性評估問題，因此運用分析層級程序法（AHP），針對實務界及學術界專家進行問卷調查，匯集專家意見後，歸納出於多評估準則及屬性之間的重要性高低，以供企業評選CRM系統參考。

中文部分
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13. 王邦杰(2002)，「顧客關係管理系統模式之研究」，國立臺灣大學資訊管理研究所碩士論文。
14. 鍾慶霖(2003)，「顧客關係管理系統建置之研究－以金融控股公司為例」，國立台灣大學資訊管理學系碩士論文。
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英文部分
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網路部分
1. www.idc.com，國際數據資訊。
2. mic.iii.org.tw，資訊市場情報中心MIC。