@article{MAKHILLJEAS201712914422,
    title = {Social CRM Features Identification for Higher Education},
    journal = {Journal of Engineering and Applied Sciences},
    volume = {12},
    number = {9},
    pages = {2327-2333},
    year = {2017},
    issn = {1816-949x},
    doi = {jeasci.2017.2327.2333},
    url = {https://makhillpublications.co/view-article.php?issn=1816-949x&doi=jeasci.2017.2327.2333},
    author = {Eko K.,Qorib,Widia,Meyliana and},
    keywords = {business processes,classification framework,software features,social-CRM,business process model,Higher education},
    abstract = {Higher Education (HE) institution as a social business entity is necessary to keep update to the
business practices. It is necessary to drive the involvement of their customer in their business chain activities
via. social media, hereinafter referred to as Social CRM (S-CRM). The value chain of a HE business processes
consist of education, research and community services (HEVC). Those HEVC is derived based APQC cross
industry process classification framework. The social CRM itself is a business process of HEVC in which
involving a face-to-face to its customer (student and graduates). This study describes the identified social CRM
features that are intended to work to support those business processes. Those software features groups into
operational, collaboration and analytical social CRM. The operasional CRM itself consist of marketing
automation, sales-force automation and service automation.}
    }