Customer relationship management implementation in higher learning education / Nor Zamielia Zainuddin

In line with the growth of technology and challenging business environment, organisations have started to realise the importance of Customer Relationship Management (CRM) in managing relationship with customers. CRM is believed to have leverage traditional marketing to be more customer-oriented and...

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Main Author:	Zainuddin, Nor Zamielia
Format:	Thesis
Language:	English
Published:	2016
Subjects:	Customer services Customer relations Higher Education
Online Access:	https://ir.uitm.edu.my/id/eprint/63820/1/63820.pdf
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id	my-uitm-ir.63820
record_format	uketd_dc
spelling	my-uitm-ir.638202022-08-05T06:51:38Z Customer relationship management implementation in higher learning education / Nor Zamielia Zainuddin 2016-01 Zainuddin, Nor Zamielia Customer services. Customer relations Higher Education In line with the growth of technology and challenging business environment, organisations have started to realise the importance of Customer Relationship Management (CRM) in managing relationship with customers. CRM is believed to have leverage traditional marketing to be more customer-oriented and not purely productoriented. It has been found that profitability of the organisation could be affected by small increase in customer retention. Having said that, it has been noticed the growth of CRM implementations in industries like hospitality, healthcare, telecommunication, manufacturing and fashion. Based on the literature review, there is lack of research in the Education industry. In the excitement of hearing CRM success stories amongst organisations, high failure rates were also discovered. Many studies on CRM that are conducted, focused on identifying the critical success factor of the implementation and evaluating the services quality; but only few researchers attempt to study the essence of the idea of CRM . The purpose of this study being conducted is to investigate on the implementation of CRM in Higher Learning Education. Using CRM Model by Chen and Popovich (2003) as reference and guidelines, a case study was conducted at a private Higher Learning Education to understand in detail of how CRM has been implemented at the organisation and what are the things involved during the process. Studying from the dimensions of people, process and technology, findings have revealed elements associated to them. 2016-01 Thesis https://ir.uitm.edu.my/id/eprint/63820/ https://ir.uitm.edu.my/id/eprint/63820/1/63820.pdf text en public masters Universiti Teknologi MARA Faculty of Computer and Mathematical Sciences Kaur Singh, Jasber (Dr.)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Kaur Singh, Jasber (Dr.)
topic	Customer services Customer relations Higher Education
spellingShingle	Customer services Customer relations Higher Education Zainuddin, Nor Zamielia Customer relationship management implementation in higher learning education / Nor Zamielia Zainuddin
description	In line with the growth of technology and challenging business environment, organisations have started to realise the importance of Customer Relationship Management (CRM) in managing relationship with customers. CRM is believed to have leverage traditional marketing to be more customer-oriented and not purely productoriented. It has been found that profitability of the organisation could be affected by small increase in customer retention. Having said that, it has been noticed the growth of CRM implementations in industries like hospitality, healthcare, telecommunication, manufacturing and fashion. Based on the literature review, there is lack of research in the Education industry. In the excitement of hearing CRM success stories amongst organisations, high failure rates were also discovered. Many studies on CRM that are conducted, focused on identifying the critical success factor of the implementation and evaluating the services quality; but only few researchers attempt to study the essence of the idea of CRM . The purpose of this study being conducted is to investigate on the implementation of CRM in Higher Learning Education. Using CRM Model by Chen and Popovich (2003) as reference and guidelines, a case study was conducted at a private Higher Learning Education to understand in detail of how CRM has been implemented at the organisation and what are the things involved during the process. Studying from the dimensions of people, process and technology, findings have revealed elements associated to them.
format	Thesis
qualification_level	Master's degree
author	Zainuddin, Nor Zamielia
author_facet	Zainuddin, Nor Zamielia
author_sort	Zainuddin, Nor Zamielia
title	Customer relationship management implementation in higher learning education / Nor Zamielia Zainuddin
title_short	Customer relationship management implementation in higher learning education / Nor Zamielia Zainuddin
title_full	Customer relationship management implementation in higher learning education / Nor Zamielia Zainuddin
title_fullStr	Customer relationship management implementation in higher learning education / Nor Zamielia Zainuddin
title_full_unstemmed	Customer relationship management implementation in higher learning education / Nor Zamielia Zainuddin
title_sort	customer relationship management implementation in higher learning education / nor zamielia zainuddin
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2016
url	https://ir.uitm.edu.my/id/eprint/63820/1/63820.pdf
_version_	1783735351505846272

Customer relationship management implementation in higher learning education / Nor Zamielia Zainuddin

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