SWS Academic Research eLibraryEarth & Planetary Sciences

Scholarly record

STUDENTS’ PERCEPTIONS ABOUT CUSTOMER RELATIONSHIP MANAGEMENT

D. Yalcin, A. Hzar, T. Firlar, O. Yildirim, M. Aslan, R. Irkin

First published: 2009DOI pendingView metrics

Abstract

As it is well-known, customer relationship management (CRM) has become an important topic for practitioners in recent years. Customer relationship management becomes an important key of how to manage relationships with customers effectively. A key component of many initiatives is the implementation of Customer Relationship Management (CRM) methods. In order to enhance customer relationships, the application of CRM methods are exploring in detail. By means of the application of CRM methods, university human resources management (HRM) departments collect all data about current students as customer and potential customers. This research aims to explore the perceptions of students in regarding of university CRM applications. Research findings indicate that the students attending private and state universities have no enough CRM perceptions. As a result it is seen that CRM applications can be an effective an

Publication details

Title
STUDENTS’ PERCEPTIONS ABOUT CUSTOMER RELATIONSHIP MANAGEMENT
Authors
D. Yalcin, A. Hzar, T. Firlar, O. Yildirim, M. Aslan, R. Irkin
Proceedings
9th International Multidisciplinary Scientific GeoConference SGEM2009
Publisher
SGEM Scientific GeoConference
Year
2009
Pages
841-848
ISSN
Not available yet
ISBN
954-91818-1-2
Language
en
Publication type
Conference Paper
Keywords
CRM ScaleCRM softwareCustomer Relationship ManagementHRM
References9

  1. Buttle, F., 2004, Customer relationship management: Concepts and tools. Oxford: Elsevier, pp. 10-28.

  2. Gaba, D., Howard, S., Flanaghan, B., Smith, B., Fish, K.,&Botney, R. (1998). Assessment of clinical performance during simulated crises using both technical and behavioural ratings. Anesthesiology, 89, 8-18.

  3. Iriana, R. and Buttle, F., 2006, "Strategic, Operational, and Analytical Customer Relationship Management: Attributes and Measures", Journal of Relationship Marketing, 23-42.

  4. Payne, A. and Frow, P., 2005, "Astrategic framework for customer relationship management", Journal of Marketing, 69(4), 167-76.

  5. Payne, ?., 2006, Handbook of CRM: Achieving excellence in Customer Management, Oxford: Butterworth-Heinemann, pp.2 -25.

  6. Plakoyiannaki, E. and Tzokas, N., 2002, "Customer relationship management: A capabilities portfolio perspective", Journal of Database Marketing, 9(3), 228-37.

  7. Speier, C. and Venkatesh,V., 2002, "The hidden minefields in the adoption of sales force automation technologies", Journal of Marketing, 66(3), 98-1 1 1.

  8. Tan, X., Yen, D. C, and Fang, X., 2002, "Internet integrated customer relationship management- A key success factor for companies in the e-commerce arena", Journal of Computer Information Systems, 42(3), 77-86.

  9. Xu, M. and Walton, J., 2005, "Gaining customer knowledge through analytical CRM", Industrial Management and Data Systems, 105(7), 955-71.

View or Download full articleAccess options
Full paper accessChoose SWS login, librarian support, or instant article download.

SWS access login

Login as SWS Scientific Committee

Authors and approved SWS contributors will read and export their own linked papers after identity matching by SWS profile, email and SGEM GlobalID.

For librarian assistance: [email protected]

Purchase Instant Access

48-hour online accessComing soon
Online-only accessComing soon
Download the full article in PDF formatEUR 35
  • Article can be downloaded after successful payment.
  • Article may be used according to SWS library access terms.
  • Article cannot be redistributed.
Get full paper

Back to publication list