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Authors: B. Khashab ; S. R. Gulliver ; A. Alsoud and M. Kyritsis

Affiliation: University of Reading (UK) and Henley Business School, United Kingdom

Keyword(s): Customer Relationship Management (CRM), Strategy, Scoping; Alignment, Higher Education Institutions.

Related Ontology Subjects/Areas/Topics: Applications ; Artificial Intelligence ; Enterprise Information Systems ; Information Systems Analysis and Specification ; Knowledge Management and Information Sharing ; Knowledge-Based Systems ; Operational Research ; Project Management ; Requirements Analysis And Management ; Semiotics ; Symbolic Systems ; Tools, Techniques and Methodologies for System Development

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.

CC BY-NC-ND 4.0

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Paper citation in several formats:
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 1: ICEIS; ISBN 978-989-758-028-4; ISSN 2184-4992, SciTePress, pages 267-274. DOI: 10.5220/0004891002670274

@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 1: ICEIS},
year={2014},
pages={267-274},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0004891002670274},
isbn={978-989-758-028-4},
issn={2184-4992},
}

TY - CONF

JO - Proceedings of the 16th International Conference on Enterprise Information Systems - Volume 1: ICEIS
TI - Scoping Customer Relationship Management Strategy in HEI - Understanding Steps towards Alignment of Customer and Management Needs
SN - 978-989-758-028-4
IS - 2184-4992
AU - Khashab, B.
AU - R. Gulliver, S.
AU - Alsoud, A.
AU - Kyritsis, M.
PY - 2014
SP - 267
EP - 274
DO - 10.5220/0004891002670274
PB - SciTePress