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

Doğancı Y., Özcan Top Ö., Koçyiğit A.

International Conference on Software Engineering Research and Practice, Nevada, United States Of America, 26 - 28 July 2020, pp.705-718

  • Publication Type: Conference Paper / Full Text
  • Doi Number: 10.1007/978-3-030-70873-3_49
  • City: Nevada
  • Country: United States Of America
  • Page Numbers: pp.705-718


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.