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dc.contributor.authorKhashab, Basel
dc.contributor.authorGulliver, Stephen R.
dc.contributor.authorAyoubi, Rami M.
dc.date.accessioned2018-12-12T16:25:17Z
dc.date.available2018-12-12T16:25:17Z
dc.date.issued2018-09-25
dc.identifier.citationKhashab, B., Gulliver, S.R. and Ayoubi, R.M. (2018) 'A framework for customer relationship management strategy orientation support in higher education institutions', Journal of Strategic Marketing, pp.1-20. https://doi.org/10.1080/0965254X.2018.1522363en_US
dc.identifier.issn0965-254X
dc.identifier.issn1466-4488 (online)
dc.identifier.urihttp://hdl.handle.net/10369/10186
dc.descriptionArticle published in Journal of Strategic Marketing, available at https://doi.org/10.1080/0965254X.2018.1522363en_US
dc.description.abstractA number of generic Customer Relationship Management (CRM) implementation frameworks have been developed, yet no systematic framework has been developed to help HEIs orientate CRM strategy to align with university business strategies and stakeholder needs. This research iteratively develops the CRM Strategy Orientation Support (CRM-SOS) framework, which aims to support HEIs in orientating their strategic CRM system at the pre-implementation stage and align CRM strategy with the business strategy; thus, reducing the chance that HEIs will experience CRM implementation failure. To reach our proposed CRM-SOS framework, we employed Design Science Research (DSR) methodology steps by analysing UK HEIs specific CRM implementation case studies, conducting semi-structured HEIs-based interviews, followed by evaluation of the resulted framework by HEI Information Systems (IS) experts. We concluded with a new CRM-SOS framework for HEIs consisting of five stages. The framework can be used to personalise the stages until they fit the strategic outputs and match the top management KPIs. Although existing research agrees that intensive attention should be given to CRM planning, there is no consensus or developed framework, for use within HEIs, demonstrating how CRM strategy can be orientated to align with university strategies and customer needs.en_US
dc.language.isoenen_US
dc.publisherTaylor & Francisen_US
dc.relation.ispartofseriesJournal of Strategic Marketing;
dc.subjectCRM strategyen_US
dc.subjectCRM frameworksen_US
dc.subjectUK universitiesen_US
dc.titleA framework for customer relationship management strategy orientation support in higher education institutionsen_US
dc.typeArticleen_US
dc.identifier.doihttps://doi.org/10.1080/0965254X.2018.1522363
dcterms.dateAccepted2018-09-04
rioxxterms.funderCardiff Metropolitan Universityen_US
rioxxterms.identifier.projectCardiff Metropolian (Internal)en_US
rioxxterms.versionAMen_US
rioxxterms.licenseref.urihttp://www.rioxx.net/licenses/under-embargo-all-rights-reserveden_US
rioxxterms.licenseref.startdate2020-03-25
rioxxterms.freetoread.startdate2020-03-25
rioxxterms.funder.project37baf166-7129-4cd4-b6a1-507454d1372een_US


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