Student retention through customized service processes

Abstract

Due to the Bologna declaration and the subsequent switch to the bachelor/master system, student mobility is rising and competition among universities across Europe becomes intense. Furthermore, students are demanding comfortable information and communication solutions. Hence, universities are required to align educational- and serviceprocesses more closely to their students. This paper presents an innovative approach to adapt modern concepts of Customer Relationship Management (CRM) to institutions of higher education in order to retain students at their university. Furthermore, an architecture is presented which is capable of integrating university legacy systems with state of the art CRM technology. © 2008 International Federation for Information Processing.