IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT ON FACULTY

Goran Kovačič (2013) IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT ON FACULTY. EngD thesis.

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Abstract

Just as companies, non-profit educational institutions are in the market and have their customers. Their market is not a market from the commercial and business oriented organizations, and their customers are not customers as in the conventional, economic-market sense. Educational institutions are not in the market only to increase sales, but also for better communication with their customers, to increase customer satisfaction, as well as for the achievement of other, non-economic objectives. Among these, non-profit educational institutions, belongs the Faculty of Computer and Information Science, University of Ljubljana, where they decided that they would like to start using a CRM system, a Customer Relationship Management system. With it’s help they want to optimize and standardize specific business processes, integrate new business processes, and they want a better, more unified view of their customers - students, professors, partner universities, industry partners and the media. The main thread of this thesis is therefore the introduction of a Customer Relationship Management system in the Faculty of Computer and Information Science, University of Ljubljana, where the most attention goes to comparing two software solutions, Microsoft Dynamics CRM and Sugar CRM.

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