Customer relationship management theory and student administration: a case study
Date
2011
Authors
Hopps, M.
Waker, N.
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Conference paper
Citation
Riding the Waves: Proceedings of the Tertiary Education and Management Conference, held at the Gold Coast, Queensland, 14-17 August, 2011 / R. Dobson, M. Conway and R. Sharma (eds.): pp.45-54
Statement of Responsibility
Mark Hopps and N. Waker
Conference Name
Tertiary Education Management Conference (2011 : Gold Coast, Queensland)
Abstract
Customer Relationship Management (CRM) is an evolving concept. It has been variously portrayed as a technological solution for a specific project, through to a whole of business strategy for managing relationships with customers. A holistic view of CRM is used to examine recent work by the Faculty of Professions at the University of Adelaide. The drive to automate standard processes led to an emphasis on software and improvements in efficiency. Staff perceived the software was primarily deployed to support their functions and resulted in resistance to creating a process built around the student as a customer.
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