CUSTOMER RELATIONSHIP MANAGEMENT IN E-EDUCATION

Abstract

The main subject of this paper is the implementation of the CRM (Customer Relationship Management) concept in the field of electronic education. Different models of CRM systems with the possibility of their application in educational institutions are analyzed in this paper. The application of CRM systems in improving communication and relationships with students involves collecting lots of information about students and their activities during the studies. A large amount of data stored in the database requires reliable systems that guarantee the protection of students’ privacy and prevention of data abuse. The paper presents the student relationship management model in e-education, based on the Moodle LMS system in the Laboratory for Electronic Business at Faculty of Organizational Sciences in Belgrade. The implementation of the CRM model in e-education is fully described and based on the previous analysis and discussion.