Scoping and aligning CRM strategy in higher education institutions: practical steps

References

• Biczysko, D. (2010). CRM solutions for education. In P. Jałowiecki & A. Orłowski (Eds.), Information systems in management, distant learning and web solutions for education and business (1st ed., pp. 18–29). WULS Press, Warsaw.
   Google Scholar
• Bligh, P., & Turk, D. (2004). CRM unplugged releasing CRM’s strategic value. John Wiley & Sons, Inc.
   Google Scholar
• Boardkar, P. (2010). Designing things: A critical introduction to the culture of objects, 1st edition. Oxford, UK: Berg Publishers.
   Google Scholar
• Bryman, A., & Bell, E. (2011). Business research methods. Oxford University press.
   Google Scholar
• Buttle, F. (2009). Customer relationship management (2nd ed.). Butterworth-Heinemann.
   Google Scholar
• Buttle, F., & Maklan, S. (2015). Customer relationship management: Concepts andTechnologies. Routledge.
   Google Scholar
• Chalmeta, R. (2006). Methodology for customer relationship management. The Journal of Systems and Software, 79(7), 1015–1024. https://doi.org/10.1016/j.jss.2005.10.018
   Web of Science ®Google Scholar
• Charantimath, P.M. (2011). Total Quality Management. 2nd Edition. India: Pearson India Education.
   Google Scholar
• Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM) People, process and technology. Business Process Management Journal, 9(5), 672–688. https://doi.org/10.1108/14637150310496758
   Google Scholar
• Cheng, B. W., Lin, S. P., & Liu, J. C. (1998). Applying quality function deployment to improve the total service quality in a Hospital’s Out-patient Department. Proceedings of National Science Council: Humanities & Social Science, 8(3), 479–493.
   Google Scholar
• De Juan-Jordán, H., Guijarro-García, M., & Gadea, J. H. (2018). Feature analysis of the “customer relationship management” systems for higher education institutions. Multidisciplinary Journal for Education, Social and Technological Sciences, 5(1), 30–43. https://doi.org/10.4995/muse.2018.9232
   Web of Science ®Google Scholar
• De Lima, C. R. M., Soares, T. C., de Lima, M. A., Veras, M. O., de Andrade, J. B. S. O., & Guerra, A. (2020). Sustainability funding in higher education: A literature-based review. International Journal of Sustainability in Higher Education, 21(3), 441–464. https://doi.org/10.1108/IJSHE-07-2019-0229
   Google Scholar
• Galbreath, J., & Rogers, T. (1999). Customer relationship leadership: A leadership and motivation model for the twenty-first century business. The TQM Magazine, 11(3), 161–171. https://doi.org/10.1108/09544789910262734
   Google Scholar
• Gordon, I. (2002). Best practices: Customer relationship management. Ivey Business Journal, 67(2), 1–5. https://iveybusinessjournal.com/publication/best-practices-customer-relationship-management/
   Google Scholar
• Greenberg, P. (2010). CRM at the speed of light: Social CRM strategies, tools, and techniques for engaging your customers (4th ed.). The McGraw-Hill Companies.
   Google Scholar
• Guest, G., MacQueen, K. M. & Namey, E. E. (2011). Applied thematic analysis. Thousand Oaks: Sage Publications, Inc.
   Google Scholar
• Gummesson, E. (2009). Total relationship marketing (2nd ed.). Butterworth-Heinemann.
   Google Scholar
• Kano, N. (1995). Upsizing the organization by attractive quality creation. Total quality management. Springer.
   Google Scholar
• Khashab, B., Gulliver, S. R., & Ayoubi, R. M. (2020). A framework for customer relationship management strategy orientation support in higher education institutions. Journal of Strategic Marketing, 28(3), 246–265. https://doi.org/10.1080/0965254X.2018.1522363
   Google Scholar
• Kirkby, J. (2002). Developing a CRM vision and strategy. (A1, CRM31). Gartner group. CRM summit: Moving from disillusionment to real value. Hotel Sofitel Paris Forum Rive Gauche 22–23 May. [accessed 2014 Oct 2]. http://www.mycustomer.com/files/siftmedia-mycustomer/gartner-005.pdf
   Google Scholar
• Kumar, M. (2010). Impact of CRM in Mechanizing University’s process, business and productivity. Global Journal of Enterprise Information System, 2(2), 43–48. https://doi.org/10.18311/gjeis/2010/3015
   Google Scholar
• Liu, K., Sun, L., & Tan, S. (2007). Using problem articulation method to assist planning and management of complex projects. In P. J. Charrel & D. Galarreta (Eds.), Project management and risk management in complex projects: Studies in organisational semiotics (pp. 1–14). Springer.
   Google Scholar
• Maye, D., Enticott, G., & Naylor, R. (2017). Using scenario-based influence mapping to examine farmers’ biosecurity behaviour. Land Use Policy, 66, 265–277. https://doi.org/10.1016/j.landusepol.2017.04.026
   Web of Science ®Google Scholar
• Munteanu, C., Ceobanu, C., Bobâlcă, C., & Anton, O. (2010). An analysis of customer satisfaction in a higher education context. International Journal of Public Sector Management, 23(2), 124–140. https://doi.org/10.1108/09513551011022483
   Google Scholar
• Nelson, S. (2003). The eight building blocks of CRM. In E. Younker (Ed.), Building business benefits from CRM: How to design the strategy, processes and architecture to succeed (pp. 354). Gartner Report. https://www.csoonline.com/article/2116935/the-eight-building-blocks-of-crm.html
   Google Scholar
• Newell, F. (2000). Loyalty.com: Customer relationship management in the new era of internet marketing. McGraw-Hill.
   Google Scholar
• O’Regan, S. (2010). CRM for future skills in creative industries in West London: Overview of the selfanalysis framework. [Online]. [accessed 2013 Nov 8]. http://wiki.cetis.ac.uk/images/2/24/RoehamptonCaseStudyandAppendices.pdf
   Google Scholar
• Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69, 167–176. http://dx.doi.org/10.1509/jmkg.2005.69.4.167
   Web of Science ®Google Scholar
• Peppers, D., & Rogers., M. (2004). Managing customer relationships: A strategic framework. John Wiley & Sons.
   Google Scholar
• Reichheld, F. F., Schefter, P., & Rigby, D. K. (2002). Aviod the four perils of CRM. Harvard Business Review, 80(2), 101–109, https://hbr.org/2002/02/avoid-the-four-perils-of-crm
   PubMed Web of Science ®Google Scholar
• Saren, M. (2006). Marketing graffiti: The view from the street (1st ed.). Butterworth-Heinemann.
   Google Scholar
• Seeman, D. E., & O’Hara, M. (2006). Customer relationship management in higher education: Using information systems to improve the student-school relationship. Campus - Wide Information Systems, 23(1), 24–34. https://doi.org/10.1108/10650740610639714
   Google Scholar
• Stone, B., & Jacobs, R. (2008). Successful direct marketing methods: Interactive, database, and customer-based marketing for digital age (8th ed.). McGraw-Hill.
   Google Scholar
• Thakur, R., Summey, J. H., & Balasubramanian, S. K. (2006). CRM as strategy: Avoiding the pitfall of tactics. Marketing Management Journal, 16(2), 147–154.
   Google Scholar
• Vaishnavi, V., Kuechler, W., & Petter, S. (2004). Design research in information systems. Association for Information Systems. http://www.desrist.org/design-research-in-information-systems/
   Google Scholar
• Zikmund, W. G., McLeod, R., & Gilbert, F. W. (2003). Customer relationship management: Integrating marketing strategy and information technology (1st ed.). Wiley.
   Google Scholar