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Title: CRM and higher education : developing a monitoring system to improve relationships in e-learning environments
Other Titles: Customer Relationship Management and higher education : developing a monitoring system to improve relationships in e-learning environments
Authors: Daradoumis Haralabus, Atanasi
Faulin, Javier
Juan Pérez, Ángel Alejandro
Martínez, F. José
Rodríguez-Ardura, Inma
Xhafa, Fatos
Other: Observatory of the New Economy. ONE
Issue Date: 2008
Type: Article
Citation: DARADOUMIS, D.; FAULIN, J.; JUAN, Á.A.; MARTÍNEZ, F.J.; RODRÍGUEZ, I.; XHAFA, F. (2010). "CRM and higher education: developing a monitoring system to improve relationships in e-learning environments". International Journal of Services Technology and Management. Vol. 14, n. 1, pp. 103 - 125. ISSN 1460-6720.
Abstract: CRM has usually been associated to business contexts. However, it has recently been pointed out that its principles and applications are also very appropriate for non-profit making organizations. In this paper, we defend the broadening of the field of application of CRM from the business domain to a wider context of relations hips in which the inclusion of non-profit making organizations seems natural. In particular, we focus on analyzing the suitability of adopting CRM processes by universities and higher educational institutions dedicated to e-learning. This is an issue that, in our opinion, has much potential but has received little attention in research so far. Our work reflects upon this matter and provides a new step towards a CRM solution for managing relationships of specific customers, such as students. Indeed, the main contribution of this paper is specifically characterized by the proposal and empirical application of an e-monitoring system that aims to enhance the performance of relationships in e-learning environments.
Description: Peer-reviewed
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