A Requirement Modeling for Customer Relationship Management (CRM) System for University Alumni

In this study, the main problem identified as it is difficult to adopt suitable open source Customer Relationship Management (CRM) system for university alumni due to lack of requirement modeling. Therefore, the objective come out for this study is to design a requirement modeling for university alu...

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Main Author:	Muhammad, Mahmud
Format:	Thesis
Language:	eng eng
Published:	2012
Subjects:	QA76 Computer software
Online Access:	https://etd.uum.edu.my/3323/1/MUHAMMAD_MAHMUD.pdf https://etd.uum.edu.my/3323/3/MUHAMMAD_MAHMUD.pdf
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id	my-uum-etd.3323
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Hashim, Nor Laily
topic	QA76 Computer software
spellingShingle	QA76 Computer software Muhammad, Mahmud A Requirement Modeling for Customer Relationship Management (CRM) System for University Alumni
description	In this study, the main problem identified as it is difficult to adopt suitable open source Customer Relationship Management (CRM) system for university alumni due to lack of requirement modeling. Therefore, the objective come out for this study is to design a requirement modeling for university alumni. Research methodology for this study is based on Design Science Research Process (DSRP) methodology. After identifying the problem and objective in Phase 1 and 2, gathering requirements and modeling it is continued in Phase 3. The information for this project is gathered from Persatuan Alumni Universiti Utara Malaysia (PAUUM). Based on the requirements, evaluation on two open source CRM software which is SugarCRM and vTiger is completed in Phase 4. Results from this study shows that SugarCRM is suitable for university alumni management.One of the reason is because SugarCRM able to provide successful recruitment, retention, and fundraising strategies. In addition, SugarCRM offer efficient communication, capable to manage costs of operations with limited budgets, has better stability and scalability, and offer more features and support.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Muhammad, Mahmud
author_facet	Muhammad, Mahmud
author_sort	Muhammad, Mahmud
title	A Requirement Modeling for Customer Relationship Management (CRM) System for University Alumni
title_short	A Requirement Modeling for Customer Relationship Management (CRM) System for University Alumni
title_full	A Requirement Modeling for Customer Relationship Management (CRM) System for University Alumni
title_fullStr	A Requirement Modeling for Customer Relationship Management (CRM) System for University Alumni
title_full_unstemmed	A Requirement Modeling for Customer Relationship Management (CRM) System for University Alumni
title_sort	requirement modeling for customer relationship management (crm) system for university alumni
granting_institution	Universiti Utara Malaysia
granting_department	Awang Had Salleh Graduate School of Arts & Sciences
publishDate	2012
url	https://etd.uum.edu.my/3323/1/MUHAMMAD_MAHMUD.pdf https://etd.uum.edu.my/3323/3/MUHAMMAD_MAHMUD.pdf
_version_	1747827546838269952
spelling	my-uum-etd.33232019-11-13T03:21:27Z A Requirement Modeling for Customer Relationship Management (CRM) System for University Alumni 2012 Muhammad, Mahmud Hashim, Nor Laily Awang Had Salleh Graduate School of Arts & Sciences Awang Had Salleh Graduate School of Arts & Sciences QA76 Computer software In this study, the main problem identified as it is difficult to adopt suitable open source Customer Relationship Management (CRM) system for university alumni due to lack of requirement modeling. Therefore, the objective come out for this study is to design a requirement modeling for university alumni. Research methodology for this study is based on Design Science Research Process (DSRP) methodology. After identifying the problem and objective in Phase 1 and 2, gathering requirements and modeling it is continued in Phase 3. The information for this project is gathered from Persatuan Alumni Universiti Utara Malaysia (PAUUM). Based on the requirements, evaluation on two open source CRM software which is SugarCRM and vTiger is completed in Phase 4. Results from this study shows that SugarCRM is suitable for university alumni management.One of the reason is because SugarCRM able to provide successful recruitment, retention, and fundraising strategies. In addition, SugarCRM offer efficient communication, capable to manage costs of operations with limited budgets, has better stability and scalability, and offer more features and support. 2012 Thesis https://etd.uum.edu.my/3323/ https://etd.uum.edu.my/3323/1/MUHAMMAD_MAHMUD.pdf text eng validuser https://etd.uum.edu.my/3323/3/MUHAMMAD_MAHMUD.pdf text eng public http://sierra.uum.edu.my/record=b1241296~S1 masters masters Universiti Utara Malaysia A CRM Perspective (n.d.). A CRM Perspective. Retrieved from http://train-srv.manipalu.com/ wpress/?p=146090 Bruce,G., Robson P., and Spaven R (2006). 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An Event Driven Approach to Customer Relationship Management in e-Brokerage Industry. 36th Hawaii Internatio-nal Conference on System Sciences, 1-10. Chaffey,D., & Wood,S. (2005). Business information management: Improving performance using information systems. Pearson Education Limited. Colloquy (n.d.). Colloquy Integrates Sugar Professional to Virtualize Global Call Center. Case Study: Colloquy. Retrieved from http://media.sugarcrm.com/case_studies/Colloquy. pdf Dengate,D. (2009). Analysis e Business Special Interest Groups. BA (Hons) Information Systems. UFIE86-10-3, Bristol Institute of Technology University of the West of England. Gannod, G.C., Bachman, K.M., & Troy, D.A. (2010). Increasing Alumni Engagement through the Capstone Experience. 40th ASEE/IEEE Frontiers in Education Conference. Gao,G., Xu,L., Fu,J., & Qu,P. (2010). The Building of Customer Relationship Management System based on OLAP. 2nd International Conference on Industrial Mechatronics and Automation, 401-404. Gyula,K. & Andras,S. (2009). Open Source CRM Systems. 4th Aspects and Visions of Applied Economics and Informatics, 913-919. Hakala,D. (2007). Inside CRM. Retrieved on March 11 from http://www.insidecrm.com/features/top-open-source-solutions-121307/ Janjicekm,R. (1998).CRM Architecture for Enterprise Relation ship Marketing In the New Millennium. White Paper.Retrieved from http://h71028.www7.hp.com/enterprise/downloads/ CRMArchitecture_Whitepaper_HPC.pdf McGovern,G. (2011). Ease of use is a competitive advantage. Retrieved on August 13, 2011, From New Thinking: http://www.gerrymcgovern.com/nt/ 2011/nt-2011-03-21-Ease-competitive.htm Musico,C. (2008, August 1).Market Focus: Education-- Making CRM Mandatory for University Administration. Retrieved from http://www.destinationcrm.com/Articles/Columns-Departments/Insight/Market-Focus-Education----Making-CRM-Mandatory-for-University- Administration-50142.aspx Pan,W. & Wang,D. (2010). The Development and Application of Customer Relationship Management System. International Conference on Intelligent Computation Technology and Automation, 788-791. Peffers,K., Tuunanen,T., Gengler,C.E., Rossi,M., Hui,W., Virtanen,V., & Bragge,J. (2006).The Design Science Research Process: A Model for Producing and Presenting Information Systems Research. DESRIST, 84-106. Ross,M. (n.d.). TU Berlin Alumni Portal und CRM. Retrieved from http://www.digital-worx.de/ referenzen.html?&L=eozflkpqpj Shahin,M. (2008). An Evaluation Model for Assessing the Viability of CRM Solutions for SMEs. (Doctoral dissertation). Retrieved from http://www.aitdspace.gr/xmlui/bitstream/handle/ 123456789/188/Mohammad%20Shahin.pdf?sequence=1 SIM University (n.d.). Educators Leveraging the Power of Open Source. Case Study: SIM University. Retrieved from http://media.sugarcrm.com/case_studies/ SIMUniversity.pdf SugarCRM and vTiger: Comparative Review (2009). SugarCRM and vTiger: Comparative Review. Retrieved from http://softgyan.com/2009/10/ sugarcrm-and-vtiger-comparative-review-15446/ #acc-1 Tereso,M. & Bernardino,J. (2011). Open Source CRM Systems For SMEs. Computing Research Repository. Retrieved from http://arxiv.org/ftp/arxiv/papers/1112/1112. 3018.pdf The Rational Edge (2003, November).UML basics Part III: The class diagram. Rational Software. Retrieved from http://www-128.ibm.com/developerworks/rational/ library/content/RationalEdge/sep03/f_umlbasics_ db.pdf Wright,M. & Mathos,M. (2008). University of Oxford Selects Blackbaud Enterprise CRM to Manage Largest Fundraising Campaign in European University History. Blackbaud Europe. Retrieved from http://www.prweb.com/releases/Blackbaud/ University_of_Oxford/prweb1721494.htm Yilmaz,E. (2011). Comparison of Open Source Customer Relationship Management Software for Small and Medium Enterprises. (Doctoral dissertation). Retrieved from http://sites.khas.edu.tr/tez/ErturkYilmaz_ izinli.pdf

A Requirement Modeling for Customer Relationship Management (CRM) System for University Alumni

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