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Feature Analysis of the “Customer Relationship Management” Systems for Higher Education Institutions
Multidisciplinary Journal for Education, Social and Technological Sciences Pub Date : 2018-03-29 , DOI: 10.4995/muse.2018.9232
Hugo De Juan-Jordán , María Guijarro-García , Javier Hernandez Gadea

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.

中文翻译:

高校“客户关系管理”系统的特征分析

全世界的大学,商学院和其他高等教育机构在其工作方式以及与“客户”(即学生及其亲戚,校友和捐赠者,教职员工)的“客户”之间建立联系的过程中正经历着深刻的变革,因为这些人要求通过不同的渠道以及即时响应和服务获得更多关注。以客户关系管理(CRM)系统形式实现的技术是解决这些需求的巨大希望。本文总结了CRM系统应具备的功能,以使教育机构在当前数字时代蓬勃发展,并指出该主题的未来趋势。最终目标既不是分析市场上可用的应用程序,也不是选择指南,
更新日期:2018-03-29
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