Organizational Readiness Assessment of Higher Education Institutions for Student Relationship Management

Nowadays, higher education environment increasingly has been competitive and students expect higher levels of services. So, education administrators consider many concepts which have been applied in business since many years ago. As in businesses which has been customer oriented and attempt to enhance customer satisfaction and loyalty, these concepts have been customized and applied in higher education. A business concept which can be used in higher education is customer relationship management (CRM) which in education, it is called student relationship management. This system like CRM system needs requirements and enablers. If universities are not ready in these dimensions, project risk will be increased and project goals may be achieved with delay. In this paper, we attempt to provide a comprehensive model to assess readiness of universities for implementation of this project and reduce the project risk. For this goal, we recognized critical success factors of these projects by reviewing the literature and then priority and weight of these factors were determined. Finally, SRM readiness of university of Tehran was assessed using a questionnaire which is based on extracted measures.