Primena mobilnih servisa za unapređenje CRM koncepta sistema elektronskog obrazovanja

Abstract

Predmet istraživanja ovog rada je primena CRM (Customer Relationship Management) koncepta u sistemima elektronskog obrazovanja. Opisan je koncept upravljanja odnosima sa studentima u sistemu e-obrazovanja (SRM-Student Relationship Management), kao i pregled mogućnosti primene mobilnih servisa. Primena CRM sistema u poboljšanju komunikacije i odnosa sa studentima podrazumeva prikupljanje više informacija o studentima i njihovim aktivnostima tokom studija. U cilju unapređenja CRM sistema Laboratorije za elektronsko poslovanje na Fakultetu organizacionih nauka Univerziteta u Beogradu, SMS servis je integrisan u softversko rešenje za upravljanje odnosima sa klijentima - SugarCRM. U praktičnom delu rada je detaljno opisana primena razvijenog rešenja u realnom sistemu elektronskog obrazovanja.

The subject of this thesis is implementation of CRM (Customer Relationship Management) concept in the electronic education system. First part of the thesis provides description of student relationship management in the e-education, as well as an overview of mobile services applications. Application of CRM systems in improving communication and relationships with students involves collecting much information about students and their activities during the studies. In order to improve Laboratory for e-business' CRM system, at the Faculty of Organizational Sciences in Belgrade, SMS service was integrated in software for customer relationship management - SugarCRM. Practical part of the thesis gives detailed description of applying developed solution in real e-education system.