Scoping Customer Relationship Management Strategy in HEI - Understanding Steps towards Alignment of Customer and Management Needs

B. Khashab, S. R. Gulliver, A. Alsoud, M. Kyritsis

2014

Abstract

Higher Education Institutions (HEI) are complex organisations, offering a wide range of services, which involve a multiplicity of customers, stakeholders and service providers; both in terms of type and number. Satisfying a diverse set of customer groups is complex, and requires development of strategic Customer Relationship Management (CRM). This paper contributes to the HEI area, by proposing an approach that scopes CRM strategy, allowing us a better understanding CRM implementation in Higher Education Institutions; maximising alignment of customer and management desires, expectation and needs.

Paper Citation

in Harvard Style

Khashab B., R. Gulliver S., Alsoud A. and Kyritsis M. (2014). Scoping Customer Relationship Management Strategy in HEI - Understanding Steps towards Alignment of Customer and Management Needs . In Proceedings of the 16th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-028-4, pages 267-274. DOI: 10.5220/0004891002670274

in Bibtex Style

@conference{iceis14,
author={B. Khashab and S. R. Gulliver and A. Alsoud and M. Kyritsis},
title={Scoping Customer Relationship Management Strategy in HEI - Understanding Steps towards Alignment of Customer and Management Needs},
booktitle={Proceedings of the 16th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2014},
pages={267-274},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0004891002670274},
isbn={978-989-758-028-4},
}

in EndNote Style

TY - CONF
JO - Proceedings of the 16th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Scoping Customer Relationship Management Strategy in HEI - Understanding Steps towards Alignment of Customer and Management Needs
SN - 978-989-758-028-4
AU - Khashab B.
AU - R. Gulliver S.
AU - Alsoud A.
AU - Kyritsis M.
PY - 2014
SP - 267
EP - 274
DO - 10.5220/0004891002670274