Effectiveness of CRM (Customer Relationship Management) in Higher Educational Institutions by Addressing Faculty Problems: The Case Study of MUET

Azra Soomro, Paras Rani Mahar, Javaid Dars, Irfan-u-Allah Shah Rashdi and Faiza Hisbani
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Azra Soomro: Mehran University of Engineering and Technology Jamshoro Sindh, Pakistan
Paras Rani Mahar: Mehran University of Engineering and Technology Jamshoro Sindh, Pakistan
Javaid Dars: Mehran University of Engineering and Technology Jamshoro Sindh, Pakistan
Irfan-u-Allah Shah Rashdi: Mehran University of Engineering and Technology Jamshoro Sindh, Pakistan
Faiza Hisbani: Mehran University of Engineering and Technology Jamshoro Sindh, Pakistan

Noble International Journal of Social Sciences Research, 2017, vol. 2, issue 5, 57-67

Abstract: This research is based on the recognition and evaluation of problems of faculty members in HEI (Higher Education Institution). This research is helpful to overcome the faculty problems through CRM (Customer Relationship Management). CRM has seemed to be a fast and quick requirement in HEIs, which is useful and make easiness for faculty members, to facilitate them and make them satisfied in their career. Various Universities in HEI are getting returns from CRM like: increases their customer satisfaction level, activate the flow of information, digitalize the systems of departments, helps to make quick decisions and are strengthened to increase their plans in the each corner of university. CRM is a strategy which professionally developed the skills of the faculty members and CRM develops the institutions as well (Adrian and Pennie, 2005). For the identification and evaluation of the faculty problems Qualitative research method is used by considering the CRM three factors: People (Faculty members), Process (Digital system) and Technology (MOODLE) in HEI. Therefore by giving training to the faculty members, the institutions effectively utilize the current technology, by using the software like MOODLE specially for teachers and students connections, to make the digital system all around the university for immediate flow of information and for making decisions which help the students and other stakeholders of university to accomplish their day-to-day activities.

Keywords: HEIs; CRM; Faculty Members (people); Process and Technology (search for similar items in EconPapers)
Date: 2017
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