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Relationship Management in Higher Education Information Technology

Relationship Management in Higher Education Information Technology

Title:Relationship Management in Higher Education Information Technology (ID: ERB0313)
Author(s):Robin M. Conant (Stanford University)
Topics:CRM, Customer Service, IT Effectiveness
Origin:Research Bulletins, ECAR (06/24/2003)
Type:Articles, Papers, and Reports
Abstract:

Relationship management is an integrated, holistic, enterprise-wide approach to providing information technology services and managing customer relationships over time. This research bulletin analyzes how four institutions -- MIT, Princeton, UC San Diego, and Yale -- have used relationship management strategies to extend the effectiveness while improving efficiency and customer satisfaction of their IT client service operations.

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