The use of CRM system has helped many organisations to manage and analyze business interaction with customers in several ways. However, Small and Medium-sized Enterprises (SMEs) are often struggling to find an optimal solution to fit their business and financial conditions. When faced with different SaaS-based CRM solutions, SMEs need to save investments in IT infrastructure, the cost of CRM deployment, and the maintenance cost. To select the best solution for the SME is critical for the business. This paper look at What systematic approach SMEs needs to follow when choosing the best SaaS CRM solution that would suit their company business strategy? To answer this question, this study presents a comprehensive decision-making framework for SaaS CRM evaluation and selection approach using the Analytical Hierarchical Process (AHP). The proposed selection approach is also applied to an SME, Biyemfat Enterprise, a small private real estate company. A case study of selecting a SaaS CRM solution for Biyemfat Enterprise is presented with an evaluation of the cost-benefit analysis
