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Customer Relationship Management System Design For Metu-online

METU-Online, a distance education tool developed and maintained by
Middle East Technical University (METU) Informatics Institute, can be
defined as Customer-to-Business-to-Customer (C2B2C) e-business. In this
thesis, a new design and improvement of this system based on Customer
Relationships Management (CRM) is presented. With this approach a CRM
system is designed, an organizational change is recommended, customercentered
business processes are improved to a certain extend, a CRM data
warehouse is broadly defined and a basic reporting system is designed. The
result of a system analysis of METU-Online, methods used in this analysis,
and the CRM model and the recommended design are presented.

Identiferoai:union.ndltd.org:METU/oai:etd.lib.metu.edu.tr:http://etd.lib.metu.edu.tr/upload/2/1063387/index.pdf
Date01 September 2003
CreatorsCetin, Filiz
ContributorsKoksal, Gulser
PublisherMETU
Source SetsMiddle East Technical Univ.
LanguageEnglish
Detected LanguageEnglish
TypeM.S. Thesis
Formattext/pdf
RightsTo liberate the content for public access

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