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

Basel Khashab

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

School of Strategy and Leadership

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding › peer-review

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.

Original language	English
Title of host publication	16th International Conference on Enterprise Information Systems
Publication status	Published - 2014
Event	16th International Conference on Enterprise Information Systems - Lisbon, Portugal Duration: 27 Apr 2014 → 30 Apr 2014

Conference

Conference	16th International Conference on Enterprise Information Systems
Country/Territory	Portugal
City	Lisbon
Period	27/04/14 → 30/04/14

Keywords

Customer Relationship Management (CRM)
Strategy
Scoping
Alignment
Higher Education Institutions

Cite this

@inproceedings{37b1d3033641409f8c45074071979603,

title = "Scoping Customer Relationship Management Strategy in HEI: Understanding Steps towards Alignment of Customer and Management Needs",

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. ",

keywords = "Customer Relationship Management (CRM), Strategy, Scoping, Alignment, Higher Education Institutions",

author = "Basel Khashab",

year = "2014",

language = "English",

booktitle = "16th International Conference on Enterprise Information Systems",

note = "16th International Conference on Enterprise Information Systems ; Conference date: 27-04-2014 Through 30-04-2014",

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T2 - 16th International Conference on Enterprise Information Systems

AU - Khashab, Basel

PY - 2014

Y1 - 2014

N2 - 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.

AB - 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.

KW - Customer Relationship Management (CRM)

KW - Strategy

KW - Scoping

KW - Alignment

KW - Higher Education Institutions

M3 - Conference proceeding

BT - 16th International Conference on Enterprise Information Systems

Y2 - 27 April 2014 through 30 April 2014

ER -

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

Abstract

Conference

Keywords

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Cite this