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.
Source:
Innovative Management and Firm Performance: An Interdisciplinary Approach and Cases, 2014, 347-369Publisher:
- Palgrave Macmillan
Collections
Institution/Community
Fakultet organizacionih naukaTY - CHAP AU - Vulić, Marko AU - Labus, Aleksandra AU - Despotović-Zrakić, Marijana PY - 2014 UR - https://rfos.fon.bg.ac.rs/handle/123456789/1287 AB - 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. PB - Palgrave Macmillan T2 - Innovative Management and Firm Performance: An Interdisciplinary Approach and Cases T1 - Implementation of CRM concept in e-education EP - 369 SP - 347 DO - 10.1057/9781137402226_18 UR - conv_3500 ER -
@inbook{ author = "Vulić, Marko and Labus, Aleksandra and Despotović-Zrakić, Marijana", year = "2014", 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.", publisher = "Palgrave Macmillan", journal = "Innovative Management and Firm Performance: An Interdisciplinary Approach and Cases", booktitle = "Implementation of CRM concept in e-education", pages = "369-347", doi = "10.1057/9781137402226_18", url = "conv_3500" }
Vulić, M., Labus, A.,& Despotović-Zrakić, M.. (2014). Implementation of CRM concept in e-education. in Innovative Management and Firm Performance: An Interdisciplinary Approach and Cases Palgrave Macmillan., 347-369. https://doi.org/10.1057/9781137402226_18 conv_3500
Vulić M, Labus A, Despotović-Zrakić M. Implementation of CRM concept in e-education. in Innovative Management and Firm Performance: An Interdisciplinary Approach and Cases. 2014;:347-369. doi:10.1057/9781137402226_18 conv_3500 .
Vulić, Marko, Labus, Aleksandra, Despotović-Zrakić, Marijana, "Implementation of CRM concept in e-education" in Innovative Management and Firm Performance: An Interdisciplinary Approach and Cases (2014):347-369, https://doi.org/10.1057/9781137402226_18 ., conv_3500 .