SYSTEMS ANALYSIS OF PROACTIVE CUSTOMER RELATIONSHIP MANAGEMENT THROUGH MOBILE DEVICES IN A HIGHER EDUCATION Panita Wannapiroon Assistant Professor, Department.

SYSTEMS ANALYSIS OF PROACTIVE CUSTOMER RELATIONSHIP MANAGEMENT THROUGH MOBILE DEVICES IN A HIGHER EDUCATION

Panita WannapiroonAssistant Professor, Department of Technological Education, Faculty of Technical Education, King Mongkut's University of Technology North Bangkok

Phatthranit SrisakonsubLecturer, Department of Computer Education, Faculty of Science and Technology, Muban Chom Bueng Rajabhat  University, Ratchaburi, Thailand

OBJECTIVES

OBJECTIVES 

•To analyze proactive customer relationship management through the use of mobile devices for institutes of higher education

•To accredit the elements of proactive customer relationship management through the use of mobile devices for institutes of higher education

RESEARCH SCOPE

Population and sample group 

•Population

The experts in systems analysis and design and customer relationship management through the use of mobile devices

•Sample group method to obtain the sample group.

5 experts in systems analysis and design and customer relationship management through the use of mobile devices was done by purposive

selection of individuals with experience in related areas.

Variables used in the research 

•The independent variable is the proactive customer relationship management through mobile the use of devices for institutes of higher education.

 •The dependent variable is the result of accreditation on the proactive customer relationship management through the use of mobile devices for institutes of higher education

CONCEPTUAL FRAMEWORK

CONCEPTUAL FRAMEWORK

Figure 1: Conceptual Framework.

RESULTS

RESULTS

Figure 2 : proactive customer relationship management system through the use of mobile devices for higher education

RESULTS

Table 1: The result of the evaluation for the elements of a proactive CRM system through the use of mobile devices for higher education.

RESULTS

 Table 2: proactive CRM system through the use of mobile devices for higher education

when really using

DISCUSSION

DISCUSSION 

It is found that the results comply with the CRM of Chuenchit Changjenkit who mentioned that a CRM system is composed of the following systems 1) Front-end System 2) Back-end System and 3) Analytical System.

SUGGESTIONS

SUGGESTION FOR APPLYING THE RESEARCH

Educational institutions that apply the proactive CRM system through the use of mobile devices for institutes of higher education must prepare the infrastructure. The students who are the customers should have mobile devices so that the system can for ward any proactive information.

SUGGESTION FOR FURTHER RESEARCH

The acquired elements should be developed as an application for mobile devices and brought to trial to study the effect of applying a CRM system through the use of mobile devices for higher education institutes in the future.

Thank you

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