Please enable JavaScript.
Coggle requires JavaScript to display documents.
Paper main ideias - Coggle Diagram
Paper main ideias
This research are in progress
reviews the state of research about Social CRM in HEIs
gives an example
potential of social media for CRM approaches of HEIs
by applying Social CRM concepts and techniques
for better understanding the negative service experiences of students
The way
Applying Analytical Social CRM techniques
Using large amounts of User-Generated-Content (UGC) from complaint platforms
Contribuintion
insights into problem chains inaccessible with manual methods
Use of the Social Media
Widely used by business
recently adopted by non-commercial sectors
Example: Higher Education Institutions (HEIs)
The adoption is very slow
Even though research shows positive effects
Conclude
Based
scarce research about Social CRM for CRM strategies of HEIs
the demonstrated potential of social media for CRM strategies of HEIs
Call for
this paper concludes with a call for further research on Social CRM in HEIs