Social CRM Framework For University
  IJCTT-book-cover
 		          
 
© 2021 by IJCTT Journal
Volume-69 Issue-12
Year of Publication : 2021
Authors : Yohanes Suhari, Kristophorus Hadiono, Arief Jananto, Dwi Agus Diartono 
DOI : 10.14445/22312803/IJCTT- V69I12P101

How to Cite?

Yohanes Suhari, Kristophorus Hadiono, Arief Jananto, Dwi Agus Diartono, "Social CRM Framework For University," International Journal of Computer Trends and Technology, vol. 69, no. 12, pp. 1-4, 2021. Crossref, https://doi.org/10.14445/22312803/IJCTT-V69I12P101

Abstract
The development of the use of social media in Indonesia is very fast. Universities need to establish good relations with stakeholders. Social CRM can be used as a tool to build good relations with stakeholders. The objectives of this study are: (1) Building a social CRM framework for universities and (2) Knowing the popularity of social media in universities in Central Java, Indonesia. The successful implementation of social CRM in universities will be very helpful in increasing effectiveness and efficiency in establishing good relations with stakeholders. The research was conducted using a synthesis method from various relevant kinds of literature to build a customer relationship management framework for universities. This study also uses an observation method to know the popularity of various social media in universities. Universities CRM framework designed includes social media, social web, CRM system. The CRM system consists of operational CRM, analytical CRM, and database. The order of social media usage from the most used is Facebook, followed by Instagram, Twitter, WhatsApp, YouTube.

Keywords
CRM, Social CRM Framework, University.

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