Conceptualizing Customer Relationship Management Model for Educational Institution (UTM)

In today’s competitive marketplace, educational institutions are who offering courses, a degree, and a wealthy life for alumni. It is more useful for universities to keep its graduate students as alumni than serve new students and new supporters for the university to decrease substantially amount of cost. Students are buyers who register for courses, apply for graduation, and create donations as graduate students. These ongoing transactions are satisfactory to both parties, the longer the relationship will tolerate, to the profit of every one. Basically, one extremely useful technique to develop this relationship which has been approved by many corporations is Customer Relationship Management (CRM). The aim of this research is to deliver a better understanding of the utilization of CRM based IDIC process model for Alumni Liaison Unit to improve relationship between UTM and its graduated students. In this regard, this study conducted quantitative method on the basis of analysis of the statistical data gathered from the distributed questionnaire to graduate students. The role of this CRM model is to help organization to understand a one-to-one relationship with customers and customize product and services to propose according to their values and needs.