Analyzing Technical Debt of a CRM Application by Categorizing Ambiguous Issue Statements

Date

2021-09-09

Author

Doğancı, Yasemin
Özcan Top, Özden
Koçyiğit, Altan

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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

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Poor decisions and suboptimal actions taken in software development result in technical debt. In service business, technical debt may become more evident and destructive. Customer relationship management (CRM) platform is one example of such businesses where several customizations are performed to adapt the software to customers’ processes and needs. The purpose of this study is to investigate technical debt in customizations made in different Salesforce CRM organizations based on ambiguous issue statements. We categorized 300 anonymous confessions of Salesforce consultants, administrators, and developers by using three different technical debt categorization approaches. This study would improve awareness among CRM teams for potential technical debts and may serve as a starting point to determine appropriate strategies to deal with technical debt.

Subject Keywords

Technical debt, Categorization, Customer relationship management, Salesforce

URI

https://link.springer.com/chapter/10.1007/978-3-030-70873-3_49
https://hdl.handle.net/11511/92789

DOI

https://doi.org/10.1007/978-3-030-70873-3_49

Conference Name

International Conference on Software Engineering Research and Practice

Collections

Graduate School of Informatics, Conference / Seminar

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Citation Formats

Y. Doğancı, Ö. Özcan Top, and A. Koçyiğit, “Analyzing Technical Debt of a CRM Application by Categorizing Ambiguous Issue Statements,” presented at the International Conference on Software Engineering Research and Practice, Nevada, Amerika Birleşik Devletleri, 2021, Accessed: 00, 2021. [Online]. Available: https://link.springer.com/chapter/10.1007/978-3-030-70873-3_49.