 Implementation of CRM Concept in e-EducationMarko Vulić, Aleksandra Labus and Marijana Despotović-Zrakić Chapter 18 in Innovative Management and Firm Performance, 2014, pp 347-369 from Palgrave Macmillan Abstract: Abstract Customer Relationship Management (CRM) has been defined as a management approach that involves identifying, attracting, developing, and maintaining successful customer relationships over time in order to increase the retention of profitable customers. The CRM introduction into e-learning is a long and demanding process because students’ demands are increasing simultaneously with the growth of technological capability. The steps in the CRM implementation in the e-learning field are as follows: defining the CRM goal and strategies and adaptation and implementation. From the perspective of the student, the CRM strategy allows interaction with the educational institutions from a single entity that has a complete understanding of his or her unique status. From the perspective of the educational institutions, the CRM strategy provides a clear and complete picture of each individual and all the activities pertaining to the individual. Keywords: Educational Institution; Customer Relationship Management; Learn Management System; Private Cloud; Customer Relationship Management System (search for similar items in EconPapers) There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-40222-6_18 Ordering information: This item can be ordered from Access Statistics for this chapter More chapters in Palgrave Macmillan Books from Palgrave Macmillan |
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