TY  - JOUR
T1  - Social CRM Features Identification for Higher Education
AU - Budiardjo, Eko K. AU - Munajat, Qorib AU - Resti Fitriani, Widia AU - , Meyliana AU - N. Hidayanto, Achmad 
JO  - Journal of Engineering and Applied Sciences
VL  - 12
IS  - 9
SP  - 2327
EP  - 2333
PY  - 2017
DA  - 2001/08/19
SN  - 1816-949x
DO  - jeasci.2017.2327.2333
UR  - https://makhillpublications.co/view-article.php?doi=jeasci.2017.2327.2333
KW  - business processes
KW  -classification framework
KW  -software features
KW  -social-CRM
KW  -business process model
KW  -Higher education
AB  - 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.
ER  -