SYSTEMS ANALYSIS OF PROACTIVE CUSTOMER RELATIONSHIP MANAGEMENT THROUGH MOBILE DEVICES IN A HIGHER EDUCATION Panita Wannapiroon Assistant Professor, Department.

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Presentation transcript:

SYSTEMS ANALYSIS OF PROACTIVE CUSTOMER RELATIONSHIP MANAGEMENT THROUGH MOBILE DEVICES IN A HIGHER EDUCATION Panita Wannapiroon Assistant Professor, Department of Technological Education, Faculty of Technical Education, King Mongkut's University of Technology North Bangkok Phatthranit Srisakonsub Lecturer, Department of Computer Education, Faculty of Science and Technology, Muban Chom Bueng Rajabhat University, Ratchaburi, Thailand

OBJECTIVES

OBJECTIVES To analyze proactive customer relationship management through the use of mobile devices for institutes of higher education To accredit the elements of proactive customer relationship management through the use of mobile devices for institutes of higher education

RESEARCH SCOPE

Population and sample group Population The experts in systems analysis and design and customer relationship management through the use of mobile devices Sample group method to obtain the sample group. 5 experts in systems analysis and design and customer relationship management through the use of mobile devices was done by purposive selection of individuals with experience in related areas.

Variables used in the research The independent variable is the proactive customer relationship management through mobile the use of devices for institutes of higher education. The dependent variable is the result of accreditation on the proactive customer relationship management through the use of mobile devices for institutes of higher education

CONCEPTUAL FRAMEWORK

Figure 1: Conceptual Framework.

RESULTS

RESULTS Figure 2 : proactive customer relationship management system through the use of mobile devices for higher education

RESULTS Table 1 Table 1: The result of the evaluation for the elements of a proactive CRM system through the use of mobile devices for higher education.

RESULTS Table 2: proactive CRM system through the use of mobile devices for higher education when really using

DISCUSSION

DISCUSSION It is found that the results comply with the CRM of Chuenchit Changjenkit who mentioned that a CRM system is composed of the following systems 1) Front-end System 2) Back-end System and 3) Analytical System.

SUGGESTIO NS

SUGGESTION FOR APPLYING THE RESEARCH Educational institutions that apply the proactive CRM system through the use of mobile devices for institutes of higher education must prepare the infrastructure. The students who are the customers should have mobile devices so that the system can for ward any proactive information.

SUGGESTION FOR FURTHER RESEARCH The acquired elements should be developed as an application for mobile devices and brought to trial to study the effect of applying a CRM system through the use of mobile devices for higher education institutes in the future.

Thank you