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.
| Identifer | oai:union.ndltd.org:METU/oai:etd.lib.metu.edu.tr:http://etd.lib.metu.edu.tr/upload/2/1063387/index.pdf |
| Date | 01 September 2003 |
| Creators | Cetin, Filiz |
| Contributors | Koksal, Gulser |
| Publisher | METU |
| Source Sets | Middle East Technical Univ. |
| Language | English |
| Detected Language | English |
| Type | M.S. Thesis |
| Format | text/pdf |
| Rights | To liberate the content for public access |
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