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Electronic Customer Relationship Management (e-CRM): Data Integration for Technical Institutions

  • Kini K. Shashidhar
  • D. H. Manjaiah
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 216)

Abstract

Educational institutions worldwide are undergoing funda- mental shifts in how they operate and interact with their “customers”: students, alumni, donors, faculty members, and staff members. Kotler and Fox [32] state that “the best organization in the world will be ineffective if the focus on ‘customers’ is lost. First and foremost is the treatment of individual students, alumni, parents, friends, and each other internal customers). Every contact counts!”. Many organizations are fa- miliar with using CRM (Customer relationship management) to manage and enhance the customer relationship. Good customer relationship can bring great benefits and a competitive advantage to organization. And in this era of technology, CRM that consists of e-CRM (Electronic customer relationship management) is acknowledged as another potential solution for business. The focus is currently shifting from improving internal operations to concentrating more on customers. Technical education customers are demanding more attention and immediate service-that is, “Internet time”. Proactive institutions are now adjusting their practices by refocusing their efforts externally. Because of the need to concentrate more on customers, many institutions are once again turning to technology-this time to customer relationship management (CRM) software. CRM goes several steps further than ERP by helping institutions maximize their customer-centric resources. The purpose of this study is how Electronic Customer Relationship (e-CRM) will help the technical institutions to integrate the data from customer touch points.

Keywords

Customer relationship management (CRM) Electronic customer relationship (e-CRM) Information technology (IT) Information system (IS) Enterprise resource planning (ERP) 

Notes

Acknowledgments

The authors would like to thank UGC for providing fund for this project with an entitled“Design Tool of IPv6 Mobility for 4G-Networks”, under eleventh plan of Major Research Project scheme(Ref.No F.No 36- 167/2008(SR) dated 26.03.2009). Thanks also goes to the dedicated research group in the area of Advanced Computer Networking, Cloud and Grid computing and e-CRM at the Dept of Computer Science, Mangalore University, Mangalore, India, for many stimulating discussions for further improvement and future aspects of the project. Lastly but not least the author would like to thank everyone, including the anonymous reviewers.

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Copyright information

© Springer India 2014

Authors and Affiliations

  1. 1.Department of Computer ScienceMangalore UniversityMangalagangotriIndia

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