Loading...
Customer relationship management: A case study from a metropolitan campus of a regional university
Pember, Edward R. Owens, Alison Yaghi, Shazhi
Pember, Edward R.
Owens, Alison
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.
Keywords
campus portal, customer relationship management (CRM), higher education, student data, student services, tertiary education, university
Date
2014
Type
Journal article
Journal
Journal of Higher Education Policy and Management
Book
Volume
36
Issue
2
Page Range
117-128
Article Number
ACU Department
Centre for Education and Innovation
Collections
Relation URI
Source URL
Event URL
Open Access Status
License
File Access
Controlled