Customer relationship management system design for Metu-Online

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2003

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Çetin, Filiz

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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.

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http://etd.lib.metu.edu.tr/upload/2/1063387/index.pdf
https://hdl.handle.net/11511/13594

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Graduate School of Informatics, Thesis

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Citation Formats

F. Çetin, “Customer relationship management system design for Metu-Online,” M.S. - Master of Science, Middle East Technical University, 2003.