Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions

Jordán, Hugo De Juan; Guijarro-García, María; Gadea, Javier Hernandez

doi:10.4995/muse.2018.9232

Cited by 10 publications

(3 citation statements)

References 8 publications

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“…Customer relationship management as such, is a comprehensive strategy, and includes the processes of acquiring, retaining, and cooperating with segmented customers in order to maximize the value for the organization and its customers [25]. This includes the full integration of marketing, sales, and customer service functions and processes in order to maximize efficiency and effectiveness in delivering customer value [25]. These processes can be supported technologically by CRM systems, which manage all the channels, interactions, and touch and contact points between the organization and the customers.…”

Section: Crm Systemsmentioning

confidence: 99%

Fused or Unfused? The Parable of ERP II

Haddara

Constantini

2021

IJISPM

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One of the major visions is having one system that covers all business functions and satisfies virtually all the standard processes and routine transactions within organizations. In the last decade, several academics and practitioners have predicted the rise of what is called enterprise resource planning systems II (ERP II). ERP II was sought to be a digital platform that is capable of supporting timely decision-making through covering all business functions’ processes through having preloaded modules that will minimize the need for external systems like separate customer relationship management (CRM), e-business platforms, and supply chain management (SCM) systems, among others. While ERP systems nowadays have matured, and several packages come with CRM modules and other solutions, however separate CRM systems are still widely adopted by organizations. Thus, this study investigates why organizations that currently have ERPs with CRM modules are still investing in separate CRM systems. Our results show that the current ERP systems did not reach the ERP II state as envisioned, as most organizations are inclined to adopt separate CRM systems. Thus, we have presented five main reasons for this inclination, which are: scoping during ERP implementations, costs, features and functionalities, user-friendliness and ease of use, and finally integration with e-business platforms.

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Section: Crm Systemsmentioning

confidence: 99%

Fused or Unfused? The Parable of ERP II

Haddara

Constantini

2021

IJISPM

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“…Numerous studies have explored the CRM concept in higher education settings from various perspectives, such as critical success factors and implementation of CRM [25], CRM and e-learning [26,27], CRM solutions and features [28], CRM and sustainable development [20], the adoption process of CRM [29,30], CRM approach and student satisfaction [31], and the role of CRM in recruiting students [32].…”

Section: Introductionmentioning

confidence: 99%

Adopting xRM in Higher Education: E-Services Outside the Classroom

Malešević¹,

Barać

Soleša

et al. 2021

Sustainability

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This paper explores the role of extended relationship management (xRM) in the higher education ecosystem. With the ultimate goal of the institution’s future sustainable development, the university has developed and implemented a customized model of integrated e-services to foster a relationship with its leading stakeholder group—students. Furthermore, our study introduces a comprehensive model of xRM e-services. The main objective of this paper was to assess students’ behavioral intentions, acceptance, and long-term usage of the xRM e-services. A theoretical model was developed based on the UTAUT2 framework. The evaluation of the acceptance and usage of the xRM e-services was assessed by using a partial least squares structural equation modelling (PLS-SEM) methodology. The results indicate that factors such as habit and effort expectancy have a significant relationship with students’ behavioral intentions, while there is a strong positive influence of their intentions on actual use of the xRM e-services. The emergence of habit as the strongest predictor of behavioral intention indicates that the digitization of traditional touch-points has become an important part of students’ everyday lives at university.

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“…The fourth dimension, collaborative SRM, consists of two components: value proposition development and network development [13]. Intelligent SRM consists of seven components: recruitment, counseling, student life, housing, student support services such as tutoring, etc., alumni/development, and career/employment services [14]. The components of intelligent SRM platform consist of four components: knowledge management, employee/student involvement, student orientation, and SRM technology [15].…”

mentioning

confidence: 99%

Intelligent Student Relationship Management Platform with Machine Learning for Student Empowerment

Issaro¹,

Wannapiroon²

2023

Int. J. Emerg. Technol. Learn.

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Students’ grades can affect their future studies at university. The COVID-19 situation has resulted in a greater amount of online teaching, in which teachers and learners rarely interact, causing additional problems with academic performance. This research aims to design and develop an intelligent student relationship management platform (an intelligent SRM platform) using machine learning prediction for student empowerment. This research begins with the synthesis of the factors, the machine learning prediction process, and the platform components. The results of the synthesis establish the design of the platform. Undergraduate students’ grades are then predicted using the decision tree algorithm. Students are divided into two groups, empowerment and non-empowerment groups, using this algorithm. The results show that the learning outcome prediction model has an accuracy of 100.00% and an F-measure of 100%. The most important factor for improving grades is the grade point average, with a weight of 0.637. Therefore, student empowerment to provide students with better grades is essential. This paper presents two approaches to student empowerment: using artificial intelligence technology from the intelligent SRM platform and empowering teachers.

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Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions

Cited by 10 publications

References 8 publications

Fused or Unfused? The Parable of ERP II

Fused or Unfused? The Parable of ERP II

Adopting xRM in Higher Education: E-Services Outside the Classroom

Intelligent Student Relationship Management Platform with Machine Learning for Student Empowerment

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Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions

Cited by 10 publications

References 8 publications

Fused or Unfused? The Parable of ERP II

Fused or Unfused? The Parable of ERP II

Adopting xRM in Higher Education: E-Services Outside the Classroom

Intelligent Student Relationship Management Platform with Machine Learning for Student Empowerment

Contact Info

Product

Resources

About

Intelligent Student Relationship Management Platform with Machine Learning for Student Empowerment