Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions
Universities, business schools and other higher education institutions all over the world are experiencing deep changes in the way they work and interrelate with their ‘clients’, i.e. students and their relatives, alumni and donors, faculty and staff members, because these constituents are demanding...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Universidad Politécnica de Valencia
2018-03-01
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| Series: | Multidisciplinary Journal for Education, Social and Technological Sciences |
| Subjects: | |
| Online Access: | https://polipapers.upv.es/index.php/MUSE/article/view/9232 |
| _version_ | 1818130957895467008 |
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| author | Hugo de Juan-Jordán María Guijarro-García Javier Hernandez Gadea |
| author_facet | Hugo de Juan-Jordán María Guijarro-García Javier Hernandez Gadea |
| author_sort | Hugo de Juan-Jordán |
| collection | DOAJ |
| description | Universities, business schools and other higher education institutions all over the world are experiencing deep changes in the way they work and interrelate with their ‘clients’, i.e. students and their relatives, alumni and donors, faculty and staff members, because these constituents are demanding more attention through different channels as well as immediate response and service. Technology - materialized in the form of Customer Relationship Management (CRM) systems - is the great promise for solving these demands.
This article summarizes the features a CRM system should possess to make educational institutions thrive in the current digital era, and points out the future trends on this topic. The final objective is neither an analysis of the applications available on the market nor a selection guide, but a recommendation for the end users to utilize a CRM system when considering achieving some of the business needs implied in the features available on these CRMs. |
| first_indexed | 2024-12-11T08:13:18Z |
| format | Article |
| id | doaj.art-71ec2f63fe0f48519ff7af40c9b68617 |
| institution | Directory Open Access Journal |
| issn | 2341-2593 |
| language | English |
| last_indexed | 2024-12-11T08:13:18Z |
| publishDate | 2018-03-01 |
| publisher | Universidad Politécnica de Valencia |
| record_format | Article |
| series | Multidisciplinary Journal for Education, Social and Technological Sciences |
| spelling | doaj.art-71ec2f63fe0f48519ff7af40c9b686172022-12-22T01:14:49ZengUniversidad Politécnica de ValenciaMultidisciplinary Journal for Education, Social and Technological Sciences2341-25932018-03-0151304310.4995/muse.2018.92326722Feature Analysis of the “Customer Relationship Management” Systems for Higher Education InstitutionsHugo de Juan-Jordán0María Guijarro-García1Javier Hernandez Gadea2ESIC Business and Marketing SchoolESIC Business and Marketing SchoolESIC Business and Marketing SchoolUniversities, business schools and other higher education institutions all over the world are experiencing deep changes in the way they work and interrelate with their ‘clients’, i.e. students and their relatives, alumni and donors, faculty and staff members, because these constituents are demanding more attention through different channels as well as immediate response and service. Technology - materialized in the form of Customer Relationship Management (CRM) systems - is the great promise for solving these demands. This article summarizes the features a CRM system should possess to make educational institutions thrive in the current digital era, and points out the future trends on this topic. The final objective is neither an analysis of the applications available on the market nor a selection guide, but a recommendation for the end users to utilize a CRM system when considering achieving some of the business needs implied in the features available on these CRMs.https://polipapers.upv.es/index.php/MUSE/article/view/9232CRMeducationhigher education institutionalumnistudent lifecycle management |
| spellingShingle | Hugo de Juan-Jordán María Guijarro-García Javier Hernandez Gadea Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions Multidisciplinary Journal for Education, Social and Technological Sciences CRM education higher education institution alumni student lifecycle management |
| title | Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions |
| title_full | Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions |
| title_fullStr | Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions |
| title_full_unstemmed | Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions |
| title_short | Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions |
| title_sort | feature analysis of the customer relationship management systems for higher education institutions |
| topic | CRM education higher education institution alumni student lifecycle management |
| url | https://polipapers.upv.es/index.php/MUSE/article/view/9232 |
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