Customer relationship management: A case study from a metropolitan campus of a regional university

Journal article


Pember, Edward R., Owens, Alison and Yaghi, Shazhi. (2014). Customer relationship management: A case study from a metropolitan campus of a regional university. Journal of Higher Education Policy and Management. 36(2), pp. 117 - 128. https://doi.org/10.1080/1360080X.2013.861056
AuthorsPember, Edward R., Owens, Alison and Yaghi, Shazhi
Abstract

This paper investigates the users and uses of a centralised customer relationship management (CRM) system at a regional Australian university to improve the understanding of the staff experience of interacting with this customised technology. How and why the software is used by a cross section of university departments is explored through interviews and a review of student profiles. Findings emphasise the value CRM systems can provide to institutions in improving organisational responsiveness, decision-making, risk-management, inter-departmental communication and referrals and student progress. Issues and recommendations that staff identify include the need for wide integration across the institution, training improvements and institution or system-specific weaknesses and possible solutions.

Keywordscampus portal; customer relationship management (CRM); higher education; student data; student services; tertiary education; university
Year2014
JournalJournal of Higher Education Policy and Management
Journal citation36 (2), pp. 117 - 128
PublisherRoutledge
ISSN1360-080X
Digital Object Identifier (DOI)https://doi.org/10.1080/1360080X.2013.861056
Scopus EID2-s2.0-84897573080
Page range117 - 128
Research GroupCentre for Education and Innovation
Publisher's version
File Access Level
Controlled
Place of publicationAustralia
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https://acuresearchbank.acu.edu.au/item/89581/customer-relationship-management-a-case-study-from-a-metropolitan-campus-of-a-regional-university

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