Implementation of CRM concept in e-education

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.