إدارة علاقات العملاء بالوحدات ذات الطابع الخاص بكلية التربية : جامعة عين شمس- نموذج مقترح

Abstract EN

The concept of customer relationship management (CRM) has got great attention in the literature of marketing thought as it reflects the commitment of universities towards their customers.

As a result of the increasing requirements of customers of the services and activities of the university-special units, as well as the intense competition between them, these units realized the importance of meeting the requirements of their customers in order to remain at the forefront, by providing them with the best services so as to retain them, attract more of them and strengthen their relations with them, and four dimensions of CRM were defined in the research namely: customer focus, CRM organization, customer knowledge management, and technology-based CRM, and the main aim of the research was to develop a proposed model of CRM in the special units at faculty of education, Ain Shams University and the requirements for its application, and the research used the descriptive method to achieve this goal, and the questionnaire was used as a research tool to identify the availability of CRM four dimensions in the special units at faculty of education, Ain Shams University, and then the proposed model and the requirements for its application were presented.