Corpus ID: 18584160

A Case Study of CRM Adoption in Higher Education

  title={A Case Study of CRM Adoption in Higher Education},
  author={C. Nair and S. Chan},
This case study examines the adoption factors surrounding the deployment of customer relationship management (CRM) in higher education institutions. While CRM is widespread in the corporate sector, its usage has been limited in higher education. With the rising service expectations, universities have to realign their strategies to serve students across their entire student life cycle. We used the case study approach to examine the differences in pre-adoption and post adoption attitudes, beliefs… Expand

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