Customer relationship management model for Alumni Liaison Unit (UTM)

In today’s competitive marketplace, educational institutions are sellers proposing courses, a degree, and a rich alumni life. It is more helpful for universities to keep its graduate students as alumni than recruit new students and new supporters for the university to decrease substantially amount o...

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Main Author:	Ahmadi, Hossein
Format:	Thesis
Language:	English
Published:	2012
Subjects:	QA75 Electronic computers Computer science
Online Access:	http://eprints.utm.my/id/eprint/31980/5/HosseinAhmadiMFSKSM2012.pdf
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id	my-utm-ep.31980
record_format	uketd_dc
spelling	my-utm-ep.319802017-09-30T08:26:39Z Customer relationship management model for Alumni Liaison Unit (UTM) 2012-07 Ahmadi, Hossein QA75 Electronic computers. Computer science In today’s competitive marketplace, educational institutions are sellers proposing courses, a degree, and a rich alumni life. It is more helpful for universities to keep its graduate students as alumni than recruit new students and new supporters for the university to decrease substantially amount of cost. Students are purchasers who register for courses, apply for graduation, and make donations as alumni. The longer these ongoing transactions are satisfactory to both parties, the longer the relationship will endure, to the benefit of every one. In this regard, one extremely useful technique to improve this relationship which has been adopted by many corporations is Customer Relationship Management (CRM). The aim of this research is to provide a better understanding of the usage of CRM based IDIC process model for Alumni Liaison Unit to improve relationship between UTM and its alumni community. Basically, this thesis conducted two research approaches; the first one is qualitative method on the basis of analysis of the empirical data gathered from structured personal interview across Alumni Liaison Unit as research case study. The second research method is quantitative method on the basis of analysis of the statistical data gathered from the distributed questionnaire to customers (graduate students). In fact, both research approaches were accompanied with intense support of literature review which has lead to the creation of new CRM strategy model. The role of this CRM model is to aid organization to realize a one-to-one relationship with customers and customize product and services to offer according to their values and needs. 2012-07 Thesis http://eprints.utm.my/id/eprint/31980/ http://eprints.utm.my/id/eprint/31980/5/HosseinAhmadiMFSKSM2012.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Computer Science and Information System Faculty of Computer Science and Information System
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	QA75 Electronic computers Computer science
spellingShingle	QA75 Electronic computers Computer science Ahmadi, Hossein Customer relationship management model for Alumni Liaison Unit (UTM)
description	In today’s competitive marketplace, educational institutions are sellers proposing courses, a degree, and a rich alumni life. It is more helpful for universities to keep its graduate students as alumni than recruit new students and new supporters for the university to decrease substantially amount of cost. Students are purchasers who register for courses, apply for graduation, and make donations as alumni. The longer these ongoing transactions are satisfactory to both parties, the longer the relationship will endure, to the benefit of every one. In this regard, one extremely useful technique to improve this relationship which has been adopted by many corporations is Customer Relationship Management (CRM). The aim of this research is to provide a better understanding of the usage of CRM based IDIC process model for Alumni Liaison Unit to improve relationship between UTM and its alumni community. Basically, this thesis conducted two research approaches; the first one is qualitative method on the basis of analysis of the empirical data gathered from structured personal interview across Alumni Liaison Unit as research case study. The second research method is quantitative method on the basis of analysis of the statistical data gathered from the distributed questionnaire to customers (graduate students). In fact, both research approaches were accompanied with intense support of literature review which has lead to the creation of new CRM strategy model. The role of this CRM model is to aid organization to realize a one-to-one relationship with customers and customize product and services to offer according to their values and needs.
format	Thesis
qualification_level	Master's degree
author	Ahmadi, Hossein
author_facet	Ahmadi, Hossein
author_sort	Ahmadi, Hossein
title	Customer relationship management model for Alumni Liaison Unit (UTM)
title_short	Customer relationship management model for Alumni Liaison Unit (UTM)
title_full	Customer relationship management model for Alumni Liaison Unit (UTM)
title_fullStr	Customer relationship management model for Alumni Liaison Unit (UTM)
title_full_unstemmed	Customer relationship management model for Alumni Liaison Unit (UTM)
title_sort	customer relationship management model for alumni liaison unit (utm)
granting_institution	Universiti Teknologi Malaysia, Faculty of Computer Science and Information System
granting_department	Faculty of Computer Science and Information System
publishDate	2012
url	http://eprints.utm.my/id/eprint/31980/5/HosseinAhmadiMFSKSM2012.pdf
_version_	1747815892215922688

Customer relationship management model for Alumni Liaison Unit (UTM)

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