CRM for Academic Institution and Universities

2013 ◽  
pp. 198-204 ◽  
Author(s):  
Viral Nagori
Keyword(s):  
Graduate Students ◽  
Service Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Academic Environment ◽  
Academic Institutions ◽  
Graduate Courses ◽  
Long Run ◽  
Major Emphasis

“Keep your customers happy and satisfied to create value in the long run for the firm.” The statement is the motto of all business organisations to become a successful enterprise. Customer relationship management is mainly used to identify the buying habits of the customers, analyse trends and patterns, and market the product to the targeted customers. Academic institutions and universities are considered as a service industry, so the scope and role of CRM would be drastically different compared to manufacturing industries. In the Indian context, the main customers of the institutions or universities are parents of the students who spend significant amount on their children’s education. The companies that recruit graduate students are also considered as the customer for academic institutions and universities. The chapter discusses the fundamentals of CRM, its uses and application in academic environment, and technology supporting CRM. The major emphasis of the chapter is on how to automate communication among the students, parents, and faculties. The chapter also focuses on streamlining and providing the details of the performance of students for the campus interview and final placements to the companies. The chapter also throws light on the role of technology in CRM implementation in academic institutions and universities. Advantages offered by CRM in academic environment are also discussed. The chapter provides guidelines for successful implementations of CRM in academic environment. To narrow down the scope of the study, it is confined to CRM for academic institutions universities offering higher education (graduate/post graduate courses) in Indian environment.

CRM for Academic Institution and Universities

2013 ◽  
pp. 171-177
Author(s):  
Viral Nagori
Keyword(s):  
Graduate Students ◽  
Service Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Academic Environment ◽  
Academic Institutions ◽  
Graduate Courses ◽  
Long Run ◽  
Major Emphasis

“Keep your customers happy and satisfied to create value in the long run for the firm.” The statement is the motto of all business organisations to become a successful enterprise. Customer relationship management is mainly used to identify the buying habits of the customers, analyse trends and patterns, and market the product to the targeted customers. Academic institutions and universities are considered as a service industry, so the scope and role of CRM would be drastically different compared to manufacturing industries. In the Indian context, the main customers of the institutions or universities are parents of the students who spend significant amount on their children’s education. The companies that recruit graduate students are also considered as the customer for academic institutions and universities. The chapter discusses the fundamentals of CRM, its uses and application in academic environment, and technology supporting CRM. The major emphasis of the chapter is on how to automate communication among the students, parents, and faculties. The chapter also focuses on streamlining and providing the details of the performance of students for the campus interview and final placements to the companies. The chapter also throws light on the role of technology in CRM implementation in academic institutions and universities. Advantages offered by CRM in academic environment are also discussed. The chapter provides guidelines for successful implementations of CRM in academic environment. To narrow down the scope of the study, it is confined to CRM for academic institutions universities offering higher education (graduate/post graduate courses) in Indian environment.

APPLYING EXPERT JUDGMENT TO IMPROVE AN INDIVIDUAL'S ABILITY TO PREDICT SOFTWARE DEVELOPMENT EFFORT

2012 ◽  
Vol 22 (04) ◽  
pp. 467-483 ◽  
Author(s):  
CUAUHTÉMOC LÓPEZ-MARTÍN ◽  
ALAIN ABRAN
Keyword(s):  
Software Development ◽  
Software Process ◽  
Development Effort ◽  
Academic Environment ◽  
Academic Institutions ◽  
Graduate Courses ◽  
Software Projects ◽  
Personal Software Process ◽  
Software Development Effort ◽  
Effort Prediction

Expert-based effort prediction in software projects can be taught, beginning with the practices learned in an academic environment in courses designed to encourage them. However, the length of such courses is a major concern for both industry and academia. Industry has to work without its employees while they are taking such a course, and academic institutions find it hard to fit the course into an already tight schedule. In this research, the set of Personal Software Process (PSP) practices is reordered and the practices are distributed among fewer assignments, in an attempt to address these concerns. This study involved 148 practitioners taking graduate courses who developed 1,036 software course assignments. The hypothesis on which it is based is the following: When the activities in the original PSP set are reordered into fewer assignments, the result is expert-based effort prediction that is statistically significantly better.

USING SOCIAL NETWORK PARADIGM FOR DEVELOPING A CONCEPTUAL FRAMEWORK IN CRM

2011 ◽  
Vol 01 (04) ◽  
pp. 63-71
Author(s):  
Mohammad Javad Mosadegh ◽  
Mehdi Behboudi
Keyword(s):  
Social Networks ◽  
Social Network ◽  
New Media ◽  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Its Analysis ◽  
Analysis Tools

This study develops a conceptual framework for applying social networks in usual CRM models. Recent changing in customer relationship theme and putting new media and network-based paradigm into practice makes it imperative to find how social networks affect CRMs. Accordingly, this study explains the role of social networks in customer relationship management by using its analysis, tools and aspects of this concepts based on CRM models. We have provided a SCRM framework that is based on usual CRM models and incorporates Social networks and its tools, methods and analysis. The framework is combination of Social networks concept and traditional CRM concepts.

scholarly journals The mediating role of customer relationship management between e-supply chain management and competitive advantage

2022 ◽  
Vol 6 (1) ◽  
pp. 263-272 ◽  
Author(s):  
Abdalrazzaq Aloqool ◽  
Malek Alharafsheh ◽  
Hadeel Abdellatif ◽  
Lana Ahmad Suleiman Alghasawneh ◽  
Jassim Ah-mad Al-Gasawneh
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Competitive Position ◽  
The Relationship

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

The Role of Emerging Technologies in Developing and Sustaining Diverse Suppliers in Competitive Markets

2013 ◽  
pp. 95-105
Author(s):  
Alvin J. Williams
Keyword(s):  
Relationship Management ◽  
Customer Relationship ◽  
Direct Impact ◽  
Goods And Services ◽  
Electronic Procurement ◽  
Management Processes ◽  
Business Customers ◽  
Business To Business

As organizations seek to maintain competitiveness in an ever-challenging global economic environment, considerable attention has been focused on rationalizing and realigning supply bases to match market realities. Firms are reducing and restructuring the number and types of suppliers from which they buy goods and services worldwide. This restructuring has a direct impact on minority suppliers. This chapter focuses on how minority suppliers can use technology, with particular focus on electronic procurement systems and related methods, to strengthen performance and attractiveness to potential business-to-business customers. Through the use of e-procurement, electronic auctions, and multiple customer relationship management processes, minority firms can strengthen relationships that lead to long-term success.

The Role of Brand Loyalty on CRM Performance

2015 ◽  
pp. 413-446 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

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